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:08/31/2023

  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.

  August 29, 30, 31 I have tried to sign up for the Ziply Fiber service - for 3 days. Their web site is so glitchy that the submission will not go through. After being promised by multiple **************** people that someone would followup and fix this, no one has. Note the people that I did talk to were nice and tried to help. There is a major business problem if they are so reliant on a technical solution (for order processing), that no one can process an order manually!!!This has a significant impact to me as I cannot move into this condo until I have wireless service. So, has cost me at least 3 more hotel days.

  Business Response

  Date: 09/15/2023

  Thank you for referring the complaint of ***************** to our office for review. We appreciate ************ bringing this matter to our attention. 
  
  The complaints states:
  ************ ****** on August 29, 30, and 31st she tried signing up for Ziply Fiber service online but was unable to place an order due to issues with the webpage. ************ needs internet before she can move. 
  ************ states she contacted Ziply Fiber however they were unable to process an order manually. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show Ms. ***** new residence is in an area where service orders are initiated through an online portal instead of being processed manually by customer care. 
  ********************** did contact ************ in response to the complaint and assist in creating a new install order which is pending installation. 
  
  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: 09/22/2023

  It took 2 weeks from that point to finally get the installation. 
  If the only way that an order can be submitted is via online, isnt that potential discrimination?  What about someone with a disability where that is difficult. It is crazy that at least some **************** staff cannot process a request over the phone. 

• Initial Complaint

  Date:08/31/2023

  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 been trying since January to get an issue resolved and ziply has been completely useless. I've been getting charged for a wireless router I don't need. I have a mesh network. But because my ziply was set up weird by them, I can't just call ziply customer service to get help because they can never find my account. Its some weird roundabout way I am signed up that was never even made clear when I sighed up. So beyond them having to send me to some local third party tech support after 30 min of them trying to "find" my account, the website portal I have to use is quite literally MISSING entire features that should be there. The last time I called to do this for like the 4th time, the support person guided me thorough the portal to a page where I was theoretically supposed to be able to cancel the router subscription and then mail it back, but the button I would click to do this quite literally isn't there. I have no options. They couldn't help me, and wound up hanging up for getting disconnected. Nobody called back. I tried emailing my rep but never got a response. I sad on hold for a **** hour just to get in touch with an agent! Now I'm about to leave the country and I have no idea how to cancel this internet OR get a refund for 9 months of this s*** I've been trying to do since the start of the year.

  Business Response

  Date: 09/12/2023

  Thank you for referring the Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  ****************** states since January she has been charges for a wireless router that she does not need and get credit for it.
  ****************** ****** she has been trying to mail back the router and is not getting assistance.
  ****************** ****** she will need to cancel the service when she leaves the country.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber has removed the router charge going forward will no longer bill ***************
  Ziply Fiber has been in contact with **************, providing her with a *** tracking number to return the router.  Credit has also been provided back to January; ************** will see the credit back on the credit card in 3-5 business days.
  Ziply Fiber will disconnect the services on October 1, 2023 as requested.
  
  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:08/26/2023

  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 will not Cancel my Account as asked on 6/2123 and 6/10/23 because I was moving to *******. They are still charging me for service which I haven't had since 6/14/23 I paid my ending bill on 7/26/23 which was $78 now they say I never canceled my Realtor was with me the day I canceled all my bills fro ***************************** and Ziply. They refuse to cancel me. I'm not paling for what I never used they can tell by checking the usage on their end to see that it hasn't been used since the 14th of july. The Modem has been sent back to Ziply by my Realtor.

  Business Response

  Date: 08/31/2023

  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 requested his account to be cancelled on 06/21/23 since he was moving out of the area and paid his final bill of $78.00
  ******************** states the account is still active and he does not live there and the modem is being sent back by the Realtor.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber records show **************** had contacted Ziply Fiber on 06/21/23 authorizing the new home owners to take over his phone and internet service.   Ziply Fiber received ****************** payment of the $78.00 on 07/30/23.
  Ziply Fiber records show since **************** had an ACP discount this would need to be removed prior to any transfer of ownership.  When Ziply Fiber contacted **************** on 08/31/23 he advised the owners of his previous home had gone with another provider, therefore a disconnect order was placed and in this instance the account balance was brought down to zero.  Ziply Fiber will review the next bill statement that generates on 09/11/23 and credit any remaining balance if any.  As far as the modem this is not needed to be returned, and **************** has been advised.
  
  
  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: 09/01/2023

   
  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:08/25/2023

  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 service address was ******************************************************. I attempted to get service with Ziply at this location. I was advised that this was a no-cost install. They came out and were unable to even install service at my address though their system claims I can have service. They then charged me for them coming out on a free install and sent me to collections. They were unable to provide service though they claimed they could and charged me anyway. I am requesting the account be credited in full and the amount be pulled from collections and my credit report corrected accordingly. No reason I should pay for a free install and service that Ziply was unable to provide.

  Business Response

  Date: 09/11/2023

  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 attempted to get service at a new address in ********** and was advised there was no cost install. 
  ************** states Ziply Fiber came out and they were unable to install the service at his address but charged him for the install anyway. 
  ************** states Ziply Fiber then sent him to collections. 
  ************** is requesting the account be credited in full and the amount pulled from collections as he does not believe he should have to pay for a free install that Ziply Fiber was unable to provide. . 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ************** contacted Ziply fiber on 11/16/21 and requested his service transferred to a new address and an order was placed. 
  Ziply Fiber records show a technician was dispatched but was not able to connect the service at the new address due to there were no facilities available and the transfer order was placed on hold. ************** was not billed an installation fee for the transfer of service. 
  At the time of the transfer request, there was a current balance owing of $83.03 for the 10/22/21 statement, which billed for services through 11/21/21, this bill was not paid. While the transfer order was on hold for facilities, ************** continued to receive bills for November and December even though he did not have service at the new address. 
  On 1/8/22, the pending transfer order was cancelled and a disconnect order was placed with an effective date of 11/16/21, which was the date of the original move request. 
  The 1/22/22 final bill provided pro-rated credit for the internet back to 11/16/21 and security bundle back to 11/21/21 leaving a balance due of $78.03. This amount was not paid and was sent to an outside collection agency on 3/3/22. 
  ************** is due $8.84 of prorated credit for the security bundle back to 11/16/21. 
  ************** does however still owe Ziply Fiber $69.19 for 25 days of service provided at his old address from 10/22/21 through 11/16/21 ($83.03/30 days x 25 days=$69.19). 
  
  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:08/24/2023

  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.

  How is it legal for Ziply to take 3 months to refund a overpayment of ****** ,*** a retired person living on a fixed income and could use the money. Terminated service on 5/15/23 and have yet to receive a refund .

  Business Response

  Date: 08/30/2023

  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 is due a refund of a overpayment of $480.25 for services he terminated on 05/15/23
  ************************ states it should not take 3 months to receive a refund
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber records show ******************** account was disconnected on 05/15/23.  Therefore, on the 06/01/23 bill statement the prorated credit reflects showing a credit balance of $480.25.
  Ziply Fiber issues refunds for disconnected residential accounts in 2-3 billing cycles this allows any additional 3rd party billing time to come over prior to the refund being processed.  The refund was submitted for approval on 08/18/23 with an estimated delivery date of ***** business days.  ******************** will receive a prepaid MasterCard from Northlane this will be mailed to the service address on file.
  
  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: 08/31/2023

   
  Complaint: 20515465
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/23/2023

  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.

  Sometime in ***, 2023, Ziply Fiber lost my automatic payment information, and did not take out the payments for *** or June. In July, I discovered the error, and on the 11th of July, I made a $180 payment to bring the account up to date. I also reinstated the automatic payments. On August 3rd, Ziply Fiber took $266.88 out of my bank account to pay for ***, June and July. How their accounting service, or billing center overlooked my July payment is beyond me. Incompetence maybe? They also charged me for late payments - on an account that was supposed to be paid automatically, from their end. On August 7th, I called, asking for a refund of the $180 overpayment. I was told, by a supervisor, that it would be refunded within 3-5 business days. (Mind you, the call center is in ***************, they use phony names, and speak English with a strong accent. I couldn't understand anybody but the supervisor very well). I waited 11 days, until the 18th, and called back -where is my refund. I was told it was denied because it was requested within 5 days of new billing cycle of the 12th of the month. After some discussion with ANOTHER supervisor, I was told $100.88 would be refunded within 3-5 days. I called again today. The individual I talked to, on chat, had no clue. He kept me on the chat line for 15 minutes, for whatever reason, and then said he had initiated the refund request again, and it would be another 3-5 days before it got to my account. My guess is he was talking to his supervisor asking what he should do.At that point I terminated the chat. I am convinced that no refund was ever requested, nor will it ever be refunded if they can get out of it. I will have to find some other way to keep my bank account afloat until payday on the first, unless you can convince them to stop the run around and refund my money.The incompetence of the billing department cannot be overstated, but the internet service provided by Ziply Fiber is great,.

  Business Response

  Date: 09/11/2023

  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 sometime in May Ziply Fiber lost his automatic payment information and did not take out payments for **** June, or July.
  ********************** states he discovered the error on 7/11/23 and made a $180.00 payment to bring the account current and he reinstated his autopay. 
  ********************** states Ziply Fiber overlooked his payment and took $266.88 out of his bank account on 8/3/23. 
  ********************** states on 8/7/23 he called to get an overpayment refund and was advised it would be refunded in 3-5 business days. 
  ********************** states he waited until 8/18/23 and was advised it was denied due to it was requested within 5 days of the new billing cycle on the 12th of the month. 
  ********************** states he was advised a refund would be provided in the amount of $100.88 in 3-5 business days. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ********************** was previously signed up for auto pay however the May and June bill statements totaling $180.88 went unpaid due to authorization of the credit card on file could not be approved so the auto pay under that payment method was subsequently deactivated.  
  Ziply Fiber records show ********************** re-established auto pay on 7/11/22. The 7/12/23 bill statement generated in the amount of $266.32 which included the past due and current charges. 
  Ziply Fiber records show ********************** did make a one-time payment of $180.88, however the payment did not post to the account until after the July bill had already generated so the bill did not reflect the payment. Auto pay takes the billed amount only so the full July bill balance of $266.32 was scheduled and deducted on 8/2/23.  
  Account records show an overpayment request for $180.88 was made on 8/7/23, however due to the proximity of the new 8/12/23 bill generating was denied.  
  Account records show an overpayment refund of $100.88 for the 8/12/23 credit balance was provided to ********************** on 8/29/23. 
  
  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:08/16/2023

  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'm reaching out the to BBB for help as I'm tired of trying to get this simply problem solved. Since opening our account and being provided internet services we have NEVER received a bill. We selected the paperless option to have them emailed. Yes, I can go online to view our bill's history but we would prefer to receive some sort of statement each month prior to the automatic payment being taken from our credit card.We first became aware of this issue when the first bill never arrived. At that time, we had not yet signed up for auto-payment. This resulted in a late charge that we paid once this was found out. Since then we've used auto-payment. We've called twice or used their Chat function to inquire as to why we're not receiving bills via email. Although friendly and helpful, their assurances that all is well have not resulted in us getting a bill. In fact, they tested their system by sending us a test email to confirm it was working, and we did receive that test. Yet, no bill is arriving.If they cannot fix this we would prefer to receive paper billing again. This would be unfortunate as we're hoping to not waste paper and prefer the convenience of an emailed statement. But it's better than nothing at all.Thank you.

  Customer Answer

  Date: 08/16/2023

  The company may have solved the problem.  We'll see if it's resolved by next month and hopefully doesn't require my prompting or an email from the BBB. 

  Business Response

  Date: 08/17/2023

  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 since opening her account she has never received a bill. ****************** states she signed up for the paperless billing option to have her bill emailed to her but has not received one via email.
  ****************** states she can go online and view the bill history but wants the statement sent to her automatically so she can review the charges before her automatic payment is taken out. 
  ****************** states she has called multiple times to get this resolved and states if Ziply Fiber cannot email her a bill she would like a paper copy. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber advises that consumers on paperless billing and autopay are sent an email notification to the preferred email of record with the amount and date the scheduled payment will be deducted, and this notice advises their Ziply Fiber bill is ready to view and print online. 
  For security purposes, consumers must log into their online account with their secure password to view bill statement details. Ziply Fiber does not email bill copies directly to the email address. 
  In order to offer competitive rates, Ziply Fiber Internet rate plans require autopay and paperless billing, Consumers who opt out of autopay are subject to a $5.00 payment processing fee and consumers who opt out of paperless billing are subject to a $5.00 paper statement fee.  If ****************** elects to receive paper bills, which she can request through her online portal, this fee will be applicable.
  
  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: 08/17/2023

   
  Complaint: 20477584
  
  I am rejecting this response in part because athough I understand I must log in to the account to see the details of the bill, my complaint is I've not been receiving the notifications they clearly stated I should be getting.  I apologize if I wasn't clear to that fact.  Now, interestingly, I did get an email notification after submitting this complaint so clearly someone fixed something.  I hope that notification continues each month. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/12/2023

  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.

  The company that provides my internet and phone service, Ziply Fiber, consistently charges late fees on invoices that I send in well before the due date stated on the invoice. I have contacted them several times to resolve the issue and have been told that they would fix the problem. I have on a couple of occasions, received a $10.00 discount on the next bill after contacting them to complain about being fraudulently charged for late fees.It appears that the bills that are paid by mail take longer to receive and process than the due date allows for. This has been admitted to me by Ziply Fiber representatives when I contacted them. It has become a reality that the effort it takes to resolve the issue through contacting them is more trouble that it is worth as it never resolves the issue and takes too much time and energy. As a loyal customer with no other options for phone an internet provider, I feel I am being extorted. An extra $10.00 every month adds up.

  Business Response

  Date: 08/21/2023

  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 consistently charges him a late fee on invoices that he sends in well before the due date stated on the invoice.  Further stating the payment is taking longer to be received and processed than the due date allows for. 
  ******************** states he has contacted Ziply Fiber several times to resolve the issue with the late charges and states he has been told the problem would be fixed.
  ******************** states he has on occasion received credit for the late fees, when contacting Ziply Fiber.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber advises other than mail, ******************** has the option of viewing the bill online around the 3rd of every month for the balance and due date.  Then can mail the payment early, pay online or set up auto pay.
  Ziply Fiber advises we are in accordance with the ***** IDAPA rules which state:  The telephone company may require that bills for service be paid within a specified time after the billing date.  The minimum specified time after the billing date is fifteen (15) days (or twelve (12) days after mailing or delivery of paper or electronic bill, if bills are mailed or delivered more than three (3) days after the bill date.  Upon the expiration of this time without payment, the bill may be considered delinquent.
  Ziply Fiber records do show as a courtesy **************** has received late fee credits in the past on 5 separate occasions.
  
  
  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: 08/23/2023

   
  Complaint: 20459991
  
  I am rejecting this response because:

  The specific issue I have has not been resolved or adequately explained to me. Below is my point by point response to what Ziply has provided in their response to my initial complaint:

  ZIPLY- "Ziply Fiber advises other than mail, **************** has the option of viewing the bill online around the 3rd of every month for the balance and due date.  Then can mail the payment early, pay online or set up auto pay."
  ****- I do not receive the return envelope and invoice until much later than the 3rd (maybe around the 10th or later?).As far as I am aware, it is NOT the expectation that I review my bill on-line and send in a payment before I receive the paper invoice and the provided return envelope. It would be ridiculous to do that and still receive a paper invoice, which is my preference. It is typically the case that I receive the bill and send  it in the envelope provided before the 15th. In every case, except perhaps 1 or 2 times since I have been a customer, have I missed sending my payment in before the payment date on the invoice.
  ZIPLY- Ziply Fiber advises we are in accordance with the ***** IDAPA rules which state:  The telephone company may require that bills for service be paid within a specified time after the billing date.  The minimum specified time after the billing date is fifteen (15) days (or twelve (12) days after mailing or delivery of paper or electronic bill, if bills are mailed or delivered more than three (3)days after the bill date.  Upon the expiration of this time without payment, the bill may be considered delinquent.
  ****- Does Ziply or the ***** IDAPA account for the time it takes for the bill to be delivered in the mail and processed? It is difficult for me to understand what is being stated in regards to the 12 days after mailing or delivery of paper .bill, if bills are mailed or delivered more than three (3) days after the bill date (its not clear with regard to who is mailing what and when). It would be helpful if this statement were made clearer and gave details of why my payment, that is usually being delivered at least 3 to 4 days before the payment date on the invoice, is not sufficient time to avoid incurring a late fee. Perhaps it would be helpful if Ziply were to clarify this on the invoice by providing a must be mailed by date or provide sufficient time after the date specified on the invoice to allow for receiving and processing the payment.
  ZIPLY- Ziply Fiber records do show as a courtesy **************** has received late fee credits in the past on 5 separate occasions.
  ****- These credits on my bill out of courtesy were only obtained after very long and tedious conversations with Ziply representatives.None of what was stated above was adequately explained in these conversations (which frankly, are also not stated adequate enough for me to understand here).Then, as now, I was left with trying to interpret Ziplys expectations and was left feeling as if the root of the problem was not being understood or considered.
  ZIPLY- 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.
  ****- This information does not assist in closing this complaint. What I feel would be a proper closure to this complaint would be:
  1: For Ziply to go through their records and find all the times that my bills were mailed before the 19th, (or the payment date specified on the invoice if different) and reimburse or credit me for the late fees where the post-marked date or the date on the check was written before the payment date.
  2: In the future, choose a reasonable payment date that allows for mail time and processing.
  3. Clarify, on each invoice the date that the payment must be mailed by so that it will be able to be received and processed without incurring a late fee. 

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

  Business Response

  Date: 09/05/2023

  Thank you for referring the additional Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response: 
  **************** states he does not receive the bill with the return envelope till around the 10th of the month or later and does send in the payment around the 15th of the month
  **************** states it would be helpful if Ziply Fiber were to clarify the must be mailed by date or provide sufficient time after for the return of payment and processing.
  **************** would like credit for all late fees assessed where his payments were mailed before the 19th of the month either post marked or the date of the check.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber advises the bill generate on the 1st of the month and mailed shortly after this date.  Ziply Fiber has no control over the delivery time of **** mail, as an alternate Ziply Fiber does offer the options of viewing, paying online or auto pay through our secured encrypted website.
  Ziply Fiber provides the due date on the bill statement.  Unfortunately, we unable to put a mail by date since **** mail delivery times can vary by area, therefore this would not be accurate.
  Ziply Fiber advises due dates are provided on each bill statement, alternate methods are provided if needed to view and pay monthly bill statements as Ziply Fiber does not control **** delivery times.
  
  
  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: 09/13/2023

   
  Complaint: 20459991
  
  I am rejecting this response because: 

  Ziply is not offering to reimburse unwarranted late fees or modify their policy to accommodate my situation, even though it is the case that I have been a long-time customer, who continues to pay his bills in a timely manner through one of the options that is provided to me.

  With respect to the method of payment I have chosen, it should be recognized that there was a time when the **** was the only option for people to pay their bills. Was it ever the case, during that time, that companies or their customers had control over the delivery time of the **** mail? I think not, yet I do not recall ever having this issue with late fees. Nor do I have this issue with other companies who send me invoices for their services. Somehow, even though these other companies do not have control over the ****, they are able to make reasonable accommodations for their customers. If they can do it, why can't/ won't Ziply Fiber? To me it feels like a show of disrespect to me as a customer and it seems like a subtle form of coercion against those of us who chose to send their bills through the mail. 

  If Ziply can't make reasonable accommodations for my chosen payment method, they should remove this option to its customers altogether. Perhaps it is a federal requirement that they provide this option? I suspect I am not the only one who has been charged unreasonable late fees due to Ziply's unreasonable expectations. It would be interesting to know what the total amount is that they have acquired through these kinds of late fees. 

  Sincerely, 

  ********************;

• Initial Complaint

  Date:08/09/2023

  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.

  In February 2023 father (*************************) moved out of his home and we cancelled his Ziply Fiber land line service (account *********************** on 2/20/23. We spoke to ****** who gave us cancellation confirmation #******** and were told that if we received another bill we should ignore it. The following month he was billed $70.07 for March. We cancelled auto pay and spoke to ******* and were told they were "reprocessing that order" and not to worry about the charges, they were waiving that bill. However it was auto paid and the transaction was not cancelled.On 5/1 we talked to ***** who said he would receive one more bill at the end of May showing a zero balance. On 6/7 we spoke with ******* and asked for dad's refund. He said he would send a pre-loaded card for $70.07 sent to my father.On 6/22 we spoke with ****, who said their records show service disconnected in April and that they would send a prepaid card in July mailed to ***'s ****** mailing address.On 8/1 we spoke with *** who said the Ziply refund request was sent out 7/18/23 to their third-party provider, Wirecard ************ who would create and mail out the card, but it would take ***** days turnaround from 7/18. On 8/9 we spoke with ****** - who said the Refund should be have been to us by 8/8. We were transferred to **** on the refund team. **** said they received the request from Ziply for a card 8/2 (rather than 7/18), so we will receive a gift card refund in **** days, or 8/17 at the latest. We are very unhappy that they have been holding this money for months, and wonder how many other customers are having the same experience. At this point this is either intentional or gross incompetence.Thank you,The ******* family

  Customer Answer

  Date: 08/12/2023

  We finally received the promised gift card in the mail today. The refund issue is now considered closed on our end, but we would like to register our extreme dismay that it took so many months to receive this reimbursement for their overbilling.

  Thank you,

  The ******* Family

• Initial Complaint

  Date:08/08/2023

  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.

  Around the week of July 24th, with major incidents beginning around the 28th, 29th and 30th of July, we started having major internet service issues at our home.- significantly decreased internet speeds - cyclical dropping of signal, happening about every 15, 30 and 60 min - inability to use multiple devices simultaneously, especially for streaming purposes Between 7/29 - 8/1 I reached out and spoke, or chatted with multiple service ***** ***** our network and all devices and ultimately set an appointment date for Monday, 8/7, informing the company that our family would be on vacation, which is why we could not receive a technician before that date.On 8/1 I was contacted by someone claiming to be from the technical team, claiming that they had done "something" which should have resolved the issue, but asked if I would keep logs and, they would call me again before sending a tech.During my vacation I received somewhere between 4-6 calls from Ziply, attempting to move my appointment date, and me telling them that was impossible. I ultimately had to text a tech to stop the calls from coming in.On 8/7 I was called by the technical team and confirmed I was still having issues. They "dispatched a tech" who supposedly arrived around 9:50am and completed their work by 10:15am. No technician ever arrived.When I contacted their service center again, I was informed that the technician claimed we would not answer our phones and our home was unaccessable. This was in fact a lie as we were here the whole time as corroborated by our ring camera and nobody ever called.Another appointment was scheduled and another "technical support member" later called me to tell me that the problem was resolved because they had to make a line repair. I can confirm every time the "problem has been solved" my service had deteriorated. It's now been nearly 2 weeks. This has wasted my time, wasted my money and is impacting my work/home life.

  Business Response

  Date: 08/15/2023

  Thank you for referring the Customers concerns to our office for review.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  **************** states beginning 07/28/23 they started having significant decreased internet speeds and cyclical dropping of the signal about every 15, 30 and 60 minutes. Causing the inability to use multiple devices simultaneously, especially for streaming purposes between 07/29/23-08/01/23. 
  ******************** contacted Ziply Fiber and set up an appointment for 08/07/23 which is the date he would be available and received a call on 08/01/23 advising the issue had been resolved and asked him to keep logs and they would call him again prior to sending out a technician.  
  ******************** states on 08/07/23 his appointment day nobody called or came out, when he called in he was advised the home was inaccessible and another appointment was made for the following day.
  **************** states after the new appointment was scheduled, he received another technical support call advising the problem had been resolved, a line repair had been made, however the service was not improved.
  
  Ziply Fiber has reviewed these concerns and offers the following response: 
  Ziply Fiber records show a trouble ticket was placed on 08/01/23 there are no prior records of trouble tickets.
  Ziply Fiber records show on 08/07/23 the technician noted no access, called the contact number ending in **** and knocked.  The ticket was then closed for no access. 
  Ziply Fiber records show a new trouble ticket was created on 08/07/23 with a commit date of 08/09/23.  Notations from 08/07/23 do state customer is facing intermittent service issues and is working fine right now.  ******* services under observations, arrange a call back.  On 08/09/23 a technician was dispatched out and noted the signal passes at the ont.  ******** optical network terminal (ont), router and patch cable to clear intermittent issue and the ticket was closed as completed.
  Ziply Fiber has spoken to **************** and offered tier 2 technical support as ******************** advised he had a bad WiFi extender.  Technical support made multiple attempts to reach **************** however were unable to reach him due to his busy schedule.  **************** then placed a disconnect order for his Ziply Fiber services on 08/14/23.  In this instance **************** has been provided a courtesy credit due to his experience which will reflect on the next statement generating on 09/01/23.
  
  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: 08/15/2023

  Ziply Fiber states that I will receive a credit. I will need to take them at their word as this was not communicated to me as of yet (12:08 pm PST on 8/15/2023).

  I will ultimately accept and close the claim because it's a waste of my time, but I would like to state, for the record, that the response from Ziply is a misrepresentation of the truth. The use of "tickets and logs" as a means to validate their actions assumes that they have been accurate and consistent in the manner by which their tickets and logs are issued and managed. 

  On multiple occasions I spoke with technical representatives who claimed to have no prior information from my previous conversations, or chats. In one instance I was informed by an individual who called himself "****" and identified as being located in *************, that, "because I'd submitted a follow up ticket myself as opposed to waiting for him to follow up on the technical service from 8/7 [which didn't happen, because nobody showed up], the was unable to take actions on his end, which would have escalated their ability to solve my problem." During my next conversation with a Ziply representative, it was claimed that there was no record of ****' conversation with me. I have phone records that will validate when I was called and how long that conversation took place. I also have the chat transcript in which the Ziply representative claimed that nothing was logged. 

  The use of the "technician's note" from 8/7 is also a misrepresentation of the truth. Yes, the technician logged that he both knocked on the door and called my phone number. However, I was in my driveway, during the time the technician was "supposedly" there, and can factually state that nobody ever showed up, and have no record of a phone call being made. However, rather than take my word, we have a ring doorbell camera and I can submit both the video log of that day/time, and my phone records which will clearly show that the technician was neither present at my home, nor made an attempt to call me.

  These are just 2 instances that Ziply has used to outline that they, as a company, have taken appropriate actions, and to infer that it is not them, but me (as the customer) who is somehow at fault for their bad business practices. I can produce transcripts as needed along with a detailed timeline which would show the contrary. 

  At the root, Ziply Fiber have failed. They have failed to establish customer service and support that adequately tracks, logs and manages the needs of the customer. They have failed to train and enable their people to adequately support the needs of their customers. They have failed on their promise for fast reliable internet and they have failed at representing the whole truth. 

  Customer Answer

  Date: 08/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The resolution is satisfactory in so much as I do not wish to waste any more of my time on it. If you read the additional information I've provided you will see how their response is a misrepresentation of the truth in which they infer that logs and tickets are a reliable medium for validating their activities. The reality is, should anyone wish to dig deeper, there is a systemic problem with their technical service centers, their internal communication, their technician training, and their ability to solve problems. Their response accurately outlines the tickets they submitted, but does not accurately represent the content of conversations, the complete loss of logging, or tracking that took place, and the false claims, by their technician, related to the events of 8/7/2023. Their logs infer accountability on their part, but that is not accurate. 

  I accept this resolution, because I have already acted on shifting my service to a new provider, which took less than 2 hours to accomplish. 

  When canceling my service was the easiest, fastest part of this entire ordeal, I believe it says something about the priorities of the business itself. 
  
  Sincerely,
  
  *********************