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:10/24/2023

  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.

  In March of 2023, A salesman from Ziply Fiber come to our house and promoted Ziply fiber for us. I told him that I had Xfinity, but I was willing to try it out. He stated that the first month was free of charge, the service was installed 4/10/2023. A few weeks after the services were connected, I received an email from ********* thanking us for the services, in which I asked her to disconnect my services because I didnt see any difference from Xfinity, this email was sent on 5/15/2023. I am now getting phone calls from an outside collection threaten me that they will report this to credit bureaus and impact my credit report. I told ********* from Ziply to disconnect my services and would like Ziply to revert the bill and any following impact to my credit.

  Business Response

  Date: 11/14/2023

  Thank you for referring the complaint of *********************** to our office for review. We appreciate **************** bringing this matter to our attention. 
  
  The complaints states:
  **************** states in March 2023 a salesman offered her a free month of service and she agreed to try out Ziply Fiber and had the service installed on 4/10/23.   
  **************** states she received an email from Ziply Fiber on 5/15/23 to check in on the service and she requested the service disconnected at that time as she did not see any difference with her current provider. 
  **************** states she is now receiving phone calls from an outside collection agency advising they will report this to the credit bureau. 
  **************** wants Ziply Fiber to credit the bill charges as she requested the service disconnected. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show **************** connected fiber internet service on 4/10/23 and was offered and received a free month of service. 
  Ziply Fiber records show an attempt was made to contact **************** on 5/1/23 after the service was installed and notes advise an after-install email was sent. 
  Ziply Fiber records show **************** did reply to this email advising she no longer wanted the service on 5/15/23 however that same agent emailed her back, advising she would need to contact customer care to disconnect the service and provided the contact number. 
  Ziply Fiber records show the first bill generated after the initial free month on 5/10/23. **************** was not receiving paper bills however Ziply Fiber was sending bill notifications to the email of record on the complaint each month.  Ziply Fiber also sent out paper reminder notices on 7/12/23, 8/11/23 and a pre-write off notice on 10/5/23. No payments were received, and the account was disconnected for non-payment on 7/31/23 and sent to an outside collection agency on 10/20/23. Ziply Fiber has no record of **************** calling customer care to disconnect the service as instructed in the email or disputing the service charges from the bill notifications or collection notices.  
  Ziply Fiber has contacted **************** who did provide proof she had another provider during this same time period, and in this instance has credited the account to zero. The collection agency has been notified the balance has been removed. 
  

  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: 11/14/2023

   
  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 as long as there is no credit reporting from this company. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in apartments that have a sign upon the entrance that plainly states NO SOLICITING. Ziply has continually sent their employees knocking door to door, trying to get people to sign up for their services.

  Customer Answer

  Date: 10/21/2023

  I forgot to add that the property this employee of Ziply Fiber is soliciting in is a gated apartment community.

  Business Response

  Date: 11/01/2023

  Thank you for referring the complaint of ************************************* to our office for review. We appreciate ************************ bringing this matter to our attention. 
  
  The complaints states:
  ************************ states she lives in an apartment in a gated community that has a sign on the entrance that plainly states no soliciting. 
  ************************ states Ziply Fiber has continually sent their employees knocking on doors to try and get people to sign up. ************************ does not want any more contact by the business. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber is a utility provider and does provide services to consumers within this community. As a provider, Ziply Fiber can offer information regarding service options and recommendations available. 
  Records indicate ************************ does not have Ziply Fiber service.  In response to the complaint, Ziply Fiber has placed a request to remove Ms. *********** address from their marketing list which will prevent mail, door to door sales and phone calls. Ziply Fiber advises ************************ should allow up to 30 days for this request to be 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 
  
  

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20762533
  
  I am rejecting this response because: if you are knocking on people's doors soliciting services within a gated community (a 4 digit code is needed to enter) where it plainly states upon entering NO SOLICITING, and Ziply is going door to door soliciting their services, then you're breaking the law. Next time I call police to show up and your employee can wait outside until the police show up.

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

• Initial Complaint

  Date:10/18/2023

  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 am receiving Ziply Fiber renewal notices every 45 seconds even though I d/c'd services on 1/25/23. I have spoken with customer service and told the renewal pop-*** will be terminated in any where between 24 hrs and 1 month. It is quite difficult to do work on my computer with the pop-*** taking me from my work screen to the renewal pop-up every 45 seconds making it necessary to navigate back to my work page. There is no way for me to disable this nor drop the Ziply "security " screen into my trash. It just pops up again. This is a ridiculous situation with no resolution in sight. It began on 10/17/23 after my return from a 3 week vacation.

  Business Response

  Date: 11/01/2023

  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 is receiving Ziply Fiber Security renewal notices every 45 seconds on his computer even though he disconnected his services on 1/25/23. 
  ******************** states he contacted Ziply Fiber and was told the renewal notices will be terminated in 24 hours to one month. 
  ******************** states it is difficult to work with the constant pop-*** on his computer and wants these disabled immediately. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ******************** had phone, DSL and multi-device security with ********************** that was disconnected on 1/24/23. 
  Account records show ******************** contacted Ziply Fiber on 10/17/23 regarding the renewal notices and the agent filled out a do not contact form which is used to stop marketing and can take up to 30 days. 
  Ziply Fiber advises that this was not a case of marketing, but instead found the security subscription that was installed on his PC had expired. Ziply Fiber technical support contacted ******************** and walked him through how to uninstall the security software program from his computer which stopped the pop-*** from occurring.  
  
  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:10/14/2023

  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.

  I disconnected service on August 31st 2023 because the telephone was down and the technician did not even come to the house to check it. This was the ninth time it has been down in the past eight months. There is a issue with their lines and their service always goes down when its raining or snowing. I called when I got my bill on September 13th 2023. They said that my bill would be $112.18. They said a invoice would come out and I could pay it then. The next bill came and it was still for the amount of $472.60. I called October 3rd 2023 and they told me that I would owe $113.97 and I paid it that day. I had her send me a confirmation email so I had proof this was my final amount owed. I have attached that email to this complaint. I received a past due notice saying they will send me to collections and report me to the bureaus if I do not pay. The amount of the last bill is way more than the normal charge of $74.15 which shows that they are charging me extra in taxes and they made me prepay my phone bill by a month in advance. I was willing to pay this extra but now they are not crediting me what they said and they are over charging me in taxes and my extra beginning payment. I should not even had to send them $113.97 as it is. All over their created charges of early termination of the contract that I didn't agree too. This is why they are crediting my account. The first year I was with them I paid six months in advance and then they charged me extra each month for three months until I caught it. They said my probation trial period was over and that was why it increased there was no probation trial that I even agreed too. After that they raised my bill from $63.00 and change to the $74.00 and change that I am paying now. They have shady billing practices' to get more money out of the consumer. It is illegal what they have done to me, I am most certain I am not the only one. I need a credit of $358.63, a credit of the payment I just sent of $113.97, a credit of the original $63.00 and change that I paid in advance for the service, a credit of the taxes on the $472.60. The original bill should have been $74.15 a credit of my $63.00 and change I originally send for a payment in advance that they requested in the beginning and my $113.97 I just sent would make my credit $102.82 not including the change on the original amount I had to pay in advance for the service. I just rounded it to $63.00. Thank You for your time and I look forward to hearing from you soon.

  Business Response

  Date: 10/19/2023

  Thank you for referring the Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  ******************** states she disconnected her business account on 08/31/23 due to phone issues, that continued and the technician not arriving.
  **************** states her phone service goes down when it rains or snows, this has happened nine times in the past eight months.
  **************** states she received her bill on 09/13/23, called in and advised to pay $112.18 or she could wait till she received the next invoice. Then **************** states she called when on 10/03/23 and advised to pay $113.97 which she did the same day.  Then received a confirmation email for proof of the final amount owed.
  **************** states the first year, she paid 6 months in advance, and her bill increased from $63.00 to $74.00 without her knowledge.
  **************** states she was charged an early termination fee, when she did not agree to a term, this should be credited, and the last bill should have been a credit of $74.15 since she pays in advance.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber records show the account was disconnected on 08/31/23 which is the same due date as the trouble ticket completed which the states the customer advised the phone started working in the morning.  The technician advised he believes either the hook was left off on one of the phones or got stuck to off the hook position during the lightning storm.
  Ziply Fiber records show a total of 3 reports of trouble on the following days 08/30/23, 08/28/23 and 06/06/22, since the account was established on 12/09/2020.
  Ziply Fiber has no notation from 09/13/23.  Records from 10/03/23 do state they advised the customer the only amount that needed to be paid was $113.97, this is without the early termination fee.  Records do show the $113.97 was paid on 10/03/23.
  Ziply Fiber records show the account was established as a residential account on 12/09/20 then converted to a business account on 06/08/21 therefore the rates increased from residential to term business rates, the term provided a 1-year credit which expired on 06/07/22.  The bill increased when the discount expired.
  Ziply Fiber records show the early termination fee of $374.42, plus taxes of $49.89 credit has been applied to the account.  The credit will reflect on the next statement, leaving a credit balance to be refunded to *****************  The refund balance will be sent to the mailing address on file in 1 -2 bill cycles as a prepaid Mastercard.
  
  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: 10/26/2023

  Can the BBB please leave the complaint open until credit is received?

• Initial Complaint

  Date:10/14/2023

  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 repeatedly overcharged my account and I have called numerous times with no help. They just ask a lot of questions then say they cant help me. They take up a lot of time on the phone and transfer you around a lot (4 times on a single call) but then they do nothing and say call tomorrow and/or they cant help me. I am tired of it and I want my money back and my current balance to show up to date. I calculated $464.32 (roughly) in overpayments. And as of today 10-13-23 they are still asking for another $206.08. I asked for clarification on the charges but they never give me any answers.

  Business Response

  Date: 10/24/2023

  Thank you for referring the complaint of ********************* regarding the business account under Wolverine Manufacturing to our office for review. We appreciate **************** bringing this matter to our attention. 
  
  According to the complaint:
  ****************** states Ziply Fiber has repeatedly overcharged his account. 
  ****************** states hes calculated $464.32 in overpayments made to Ziply Fiber.
  ****************** states as of 10/13/23, Ziply Fiber is advising he owes $206.08. **************** states hes asked for clarification on the charges but has not been provided an explanation. 
  ****************** states hes called multiple times to Ziply Fiber and wants his money back and his account to show current. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ****************** removed phone service in April 2022 and was quoted a rate of $50.00 for internet plus taxes and fees which has billed correctly. There are no records showing an overcharge on the account. 
  ********************** records show that ****************** is not paying his bill in full each month. The last payment received, prior to the complaint, in the amount of $101.00 was for the April and May bill charges. 
  Ziply Fiber records show the $206.08 balance owing on the 9/28/23 bill statement includes past due charges of $153.02 and current charges of $53.06. The past due balance is unpaid bill charges from the 6/28/23, 7/28/23 and 8/28/23 bill statements. If ****************** has made payments that have cleared his bank but are not reflecting on the account, he should contact Ziply Fiber to provide proof of payment and initiate a payment investigation.  
  Ziply Fiber advises the charges showing are valid. Account records show ****************** paid $206.08 on 10/16/23 and the account balance is now showing as 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:10/12/2023

  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 9/6/2023 I was over charged 3 times, I called the next day 9/7/2023 I was told I would get a refund in 3-5 business days understandably after 30 days and multiple attempts I have not seen nothing and get the loop around.. from one person I get yes it will be refunded in 3-5 business days again 9/27/2023 and recently I have gotten it will reflect on your bill and we can only credit, we cannot refund, I am about to be in deep trouble with all the other bills I owe and my rent as well

  Business Response

  Date: 10/23/2023

  Thank you for referring the complaint of ************************* to our office for review. We appreciate ******************** bringing this matter to our attention. 
  
  The complaint states:
  ******************** states he was charged three times on 9/6/23. 
  ******************** states he called the next day and was told hed get a refund in 3-5 business days. 
  ******************** states on 9/27/23 he was again advised of a refund in 3-5 business days but then recently told it would show as a credit and could not be refunded. 
  ******************** states after 30 days and multiple attempts he has not received a refund and needs the overpayment funds for other bills
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show the 8/12/23 statement had a balance of $424.78. Account records show ******************** made three payments of $424.78 on 9/6/23 which paid the balance owing and left a credit forward of $849.56.
  Account records show ******************** did request an overpayment refund on 9/7/23 however the request was denied based on the proximity of the September bill statement generating. Ziply Fiber does not process overpayment refunds within 5 days of a new bill due to the processing time of the refund request.  
  Ziply Fiber records show the 9/12/23 bill generated, and the credit balance was applied to the current charges of $217.36 leaving a credit balance of $632.18. A new overpayment refund request was not issued. 
  Ziply Fiber records show the 10/12/23 bill generated, and the credit balance was applied to the current charges of $207.39 leaving a remaining credit balance of $424.79. 
  In response to the consumer complaint, the last payment of $424.78 was refunded back to ********************** original payment method on 10/20/23.  
  
  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:10/03/2023

  Type:Customer Service 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.

  Half a year ago, a salesman from Ziply Fiber knocked my door and promoted Ziply Fiber for me. I told him that I was having a fixed term agreement with xfinity and would not consider switching at that time. The salesman insisted to install the device for me first and promised that everything was free. And I agreed. And a couple weeks later, a technician came to my home and installed the device.And recently, I received a letter that I missed the final due date for the amount $185.97 for their 3-months service and they have reported the bill to the outside collection agency. They also threaten me that they will report this to credit bureaus and impact my credit report!I promise that I never agreed on any service nor signed any document for service. And they never told me that the service was turned on automatically. So I want Ziply Fiber to revert the bill and any following impact to my credit.

  Business Response

  Date: 10/11/2023

  Thank you for referring the Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  ****************** states a salesman for Ziply Fiber knocked on his door promoting Fiber internet, in which he advised them he has a current term agreement with Xfinity therefore would not consider switching at this time.  The salesman advised it was free therefore he did agree and had it installed a couple weeks later.
  ****************** states he received a letter that he missed a final due date for a amount owing of $185.97 for 3 months of service.  Further stating this is being reported to an outside collection agency and may affect his credit report. 
  ****************** wants this credited, and his credit report corrected.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber records show the service was installed on 03/22/23 and disconnected for non-payment on 07/10/23.  Ziply Fiber does offer promotions with free installation however does not offer free service.
  Ziply Fiber has spoken to ************** and in this instance has credited the account in full.
  ********************** Fiber has requested the account be removed from outside collections, and any negative credit reporting be reversed.
  
  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: 10/11/2023

   
  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,
  
  Junxia Zhuge

• Initial Complaint

  Date:09/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sold our home at ******************************************************* in April 2023 and closed that Ziply Fiber account, later opening a new account for our new home in **********, **.In the process of moving and paying extra bill's accociated with moving I inadvertently overpaid the Ziply account for our ******* home by over $5000.00 This huge overpayment was brought to my husband's attention via a phone call from a Ziply Fiber representative.Since that time we have spent may hours over many days speaking to various Ziply representatives over a period of almost 4 months trying to have that money refunded to us. We have heard multiple stories of how we would get a check, a card issued thru a 3rd party, a direct deposit to our checking account (they asked for the routing number) to receive this refund. Nothing has been received by us to date.This has been beyond frustrating for my husband ***** and I. Besides the incredible stress this has caused, we need to get our money back to pay for various moving expenses and bills!Today, September the 28 we spent almost an hour speaking with various people again. The last being with a representative for "Northlane Tech" located in ***************, named *****, who assured me we would have the card by October the 3rd. Unfortunately we have heard this several times before.The question we have is, what other recourse do we have if we do not receive the refund on the date promised?Any help you can provide will be greatly appreciated.***** and *************************

  Business Response

  Date: 10/10/2023

  Thank you for referring the Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  ********************** states she overpaid Ziply Fiber in error, this has been almost 4 months and she has not been refunded at this time.
  ********************** states on 09/28/23 she spent many hours on the phone trying to resolve and advised by ********* that they would receive the refund by 10/03/23 unfortunately they have not.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber records show the account in question ending in **** was disconnected on 05/18/23 and the payments received on 07/03/23 and 08/07/23.  Disconnected accounts are refunded in 2-3 bill cycles.  Ziply Fiber has verified that Northlane has shipped the refund on 09/22/23.
  Ziply Fiber has contacted ****************** and verified she has received the refund.
  
  
  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: 10/10/2023

   
  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:09/29/2023

  Type:Customer Service 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 had Frontier internet for over 10 years until they were acquired by Ziply Fiber. In total, I was a customer for over 14 years. On January of 2023, we moved to a different city. I called Ziply to have my service and equipment moved to the new address, the rep informed me that Ziply did not service my area. I had no option but to terminate my service. The representative informed me that I was paid throught the month so I didn't owe them anything. Also, my equipment was very old so she confirmed that I didn't need to return it. I had no contract, I didn't have a balance due, and I didn't need to return my equipment - it was supposed to be a smooth separation. Then, on March 26, 2023, I received a final notice stating that I had a past due balance of $129.05 that needed to be paid by 3/21/23 or else it would go to collections. By the time I got the letter it was too late. I also never received any prior notices, just that final one. I have made many attempts to figure out what the balance due was for but no one at Ziply can give me any answers. They don't respond to my emails and the representatives I've spoken to can't find my information because I'm no longer a customer; it's like I never existed. I met a Ziply manager at a community event and he said he would look into it but I never heard back from him. I left ****** reviews and still nothing. I need help getting answers. Is there any way to listen to the phone recording of when I was told I didn't owe anything?My account number was *****************

  Business Response

  Date: 10/09/2023

  Thank you for referring the Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  ************************ states in January 2023 he moved to a different city, contacted Ziply Fiber and requested the service be transferred.  However, was informed that Ziply Fiber did not service the new address therefore ******************** terminated his service.
  ************************ states he wase advised he was paid through the month therefore owed nothing and the equipment did not need to be returned.  ******************** states he then received a notification of a past due amount of $129.05 with a due date of 03/21/23.
  ************************ states he needs an explanation of charges and his credit report corrected.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber records show the request to move/disconnect the account was received on 01/20/23.  Per Ziply Fiber terms of service the internet bills through the end of the billing cycle which would be 02/12/23.
  Ziply Fiber records show on the 01/13/23 bill statement (prior to the disconnection request), prior charges in the amount of $69.05 owing and current charges of $60.00 for services from 01/13/23 through 02/12/23 which is end of cycle billing and is valid. 
  Ziply Fiber records do show ******************** was educated on 03/27/23 and advised of the valid 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 

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20672869
  
  I am rejecting this response because:

  I want to hear the conversation recordings of all the calls I made to Ziply. Because never in all my contacts to Ziply was I "educated" or informed of any outstanding balances. I would've been more than fine with paying anything I owed but I was told I didn't owe anything. 

  If I truly did owe Ziply, than I will be more than happy to pay them, but after they prove me wrong about the conversations I had with their representatives. Why is it so hard for them to let me listen to the recordings? If I'm wrong, then I'm wrong.

  I also don't appreciate that they sent me to collections after only just one notice, I feel like they should've tried to reach me more than just the one time, things could have been resolved much easier. 

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

  Business Response

  Date: 10/23/2023

  Thank you for referring the Customers additional concerns to our office for review.
  
  According to the rebuttal:
  ******************** states she would like to hear the conversation recording of the calls she made to Ziply.  Further stating she was not informed of any outstanding balance.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber advises recording are proprietary information and used for training purposes.
  Ziply Fiber advises in reviewing the incoming call from ******************** on 01/20/23 the consultant advised the internet does not provide a prorated credit and bills through the end of the bill cycle of 02/12/23.  Then the disconnect order is placed with a due date of 01/27/23 as requested by ********************, and the order number was provided to her.  No further bill was discussed.  On 03/21/23 the account is noted that ******************** was educated.
  As previously advised Ziply Fiber records show on the 01/13/23 bill statement (prior to the disconnection request)  a past due balance owing of $69.05 and current charges of $60.00 for charges through the end of the current bill cycle for a total amount owing of $129.05 these are valid 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 

  Customer Answer

  Date: 10/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I have no other option but to resolve this issue. I really don't like the way you treated me, I tried doing everything right on my end; I was a long-time loyal customer but that didn't matter to you. I contacted Ziply multiple times in March to try to figure out why I was being charged and only got a run around, I was never "educated" as you stated. I'm deeply disappointed in this company, and will let as many people know as possible of my experience and the way you treat customers. If you cared about salvaging this relationship, you would at least offer to retract sending me to collections and allow me to pay you directly, but I know you won't. I regret ever doing business with Ziply.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/26/2023

  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.

  I called the main customer number after trying to pay my bill and it taking the money out of the account twice but yet not showing on their system that it was paid. I have proof that they took the money out of my account twice. I contacted them and showed them the proof. It is been 6 weeks and this still has not been rectified. Today they sent me an email asking for proof again and I have to start the ****************! This is ridiculous. I have called them multiple times and discussed this with them multiple times and they keep telling me they will take care of it but never do .I just want them to show it on my account that it has been to paid 2 months now.

  Business Response

  Date: 10/03/2023

  October 3, 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 she paid Ziply Fiber (2) payments but neither reflect on her account.
  ************** states she has provided proof that shes paid the (2) payments however she is being asked to provide the information again.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advised that the payments in question have posted to Ms. ****** account and will reflect on the 10/15/23 statement.
  Ziply Fiber advises that ************** has provided the required document to resolve the missing payment issue.
  Ziply Fiber advised ************** that her (2) payments have posted to her account and the balance owing is for current charges only. In addition, ************** has been provided direct contact information for an agent to assist her in the future.
  
  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