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:04/26/2023

  Type:Order 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 closed my account with ********************** since they could not provide the service I needed and I had spent between an hour and 2 hours on hold trying to work with them. I am just now widowed and they know it and don't need this kind of additional grief to deal with. I returned the equipment. But they created a new account and started charging me again. I called for them to correct and the person on the other end spent ages trying to convince me that I owed them money. After digging deeper, and trying to persuade me to apply the overcharge it was found they had indeed opened the other account and were going to send me a reimbursement. Flash forward to today I received 2 bills. One with a zero balance and one that shows they credited the account they created with the overcharge and that I still have an additional amount to pay. I am currently on the phone and the tech has tried to convince me we were all good and there was now a zero balance. However, he did not initiate a refund for the overpayment. My sense is they are trying to steal my money and scam me into paying more just to get them off my back.

  Business Response

  Date: 05/09/2023

  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 closed her account with ********************** since they could not provide the service she needed.  
  ****************** states she returned the equipment, but Ziply Fiber created a new account and started charging her again.
  ****************** states after multiple calls it was determined a new account was opened and the old account had a reimbursement.
  ****************** states she later received two bills, one with a zero balance and one where they moved the reimbursement to the new account and are stating she still owes a balance.
  **************** wants the account that was created in error credited and her refund for the original account. 
  
  ********************** has investigated the above statements and offers the following response:  
  Ziply Fiber records show an order was placed on 2/20/23 to change the billing ownership of the account. This closed the account under ***************************** and established the account under **************************  This is done as a record disconnect and record install which allows the name to be changed while service continues to operate.
  Account records show the final billing for the account under ***************************** provided prorated credit in the amount of $187.18 back to 2/20/23. 
  Ziply Fiber records show that the new account under the billing name of ************************* was established on 2/20/23, Ziply Fiber then received a request to port the service to another provider on 2/28/23 disconnecting the service completely. 
  Account records show **************** was provided service in her name from 2/20/23 through 2/28/23 however the initial 3/16/23 bill shows a minimum month billing and partial charges from 2/20/23 totaling $298.20. 
  The credit balance of $187.18 from the account under ***************************** was moved to the account under ****** leaving a balance owing of $111.02. 
  Ziply Fiber advises that in this instance, since they were spouses, a records name change order could have been done instead of a billing ownership change which would have prevented the minimum month billing that is standard for new accounts. 
  **************** does owe $84.12 for services provided under the new account from 2/20/23 until the service ported out on 2/28/23.  All other charges have been credited. This amount due has been applied against the credit balance of $187.18 from the account under ********, leaving **************** a credit balance of $103.06. 
  **************** will receive a refund in the amount of $103.06 in 1-2 billing periods via a prepaid Master Card. This is a prepaid card with the exact refund amount that can be used anywhere Master Card is accepted. 
  
  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: 05/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/13/2023

   Hello,
  I had recently had what I thought was a resolution to my Ziply issues and then I received yet another Ziply bill. This one is charging fees $7.73 against the credited balance of $111.02 on the account they opened without my permission after I ended service with them after they could not upgrade our service in the manner I needed. 
  What can be done to stop them from using up the entire balance of what they owe me? I am currently widowed after 64 years and feel like they are trying to wear me down and take advantage of my grieving state. 
  
  Thank you for your assistance with this, *************************
  

  
  

  Business Response

  Date: 06/22/2023

  Thank you for referring the additional concerns of ************************* to our office for review.
   
  The additional concerns state:
  **************** states she had what she thought was a resolution to her Ziply issues but received yet another bill charging her $7.73 against the credited balance of $111.02 on the account that was opened without her permission after she ended service. 
  **************** wants to know what can be done to stop Ziply Fiber from taking funds from her credit balance. 
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber advises that credit balances are shown with a minus sign before the amount, any item without a minus sign is a charge owing. 
  Ziply Fiber advises the 4/16/23 bill balance of $111.02 that **************** is referring to was an amount showing due to Ziply Fiber, not a credit balance.  
  As previously advised, **************** did owe $84.12 for services provided on the new account in her own name from 2/20/23 through 2/28/23 when she ported her service to another provider. Ziply Fiber issued credit for all charges on the new account except the $84.12 owing for service. The $7.73 that **************** is referring to on the 5/16/23 bill is not a charge, but part of those credits along with others that were applied to her account. 
  This balance owing of $84.12 was applied against the credit balance of $187.18 from the account in her husbands name that was closed on 2/20/23, leaving a credit refund due in the amount of $103.06 which is reflected on the 5/16/23 final bill statement. The refund of $103.06 was issued on 5/18/23.
  
  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 Executive Customer Relations 
  
  

• Initial Complaint

  Date:04/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have business my phone is ziply fiber and last month didnt have line for week before they come and fix it even they knew is business and damage ** and now exactly on weekend no phone again and they said is outage but other people with other company in this area has it only ** and they didnt do anything and damage my business again

  Business Response

  Date: 05/15/2023

  Thank you for referring the complaint of ******************************* on behalf of **** Restaurant to our office for review. We appreciate **********************  bringing this matter to our attention.
  
  The complaints ******:
  ************************ states last month their phone service was out for a week before Ziply Fiber came out and fixed it.
  ************************ states their service went out over the weekend, and advised it was an outage although others in the area had service.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show trouble was reported on 04/21/23 and verified resolved on 04/24/23.  Time out of service credit was provided for both phone lines and will reflect on the 05/28/23 bill statement.
  Ziply Fiber does not have a report from ********************** that her service went down the following weekend.  Ziply Fiber does recommend reporting trouble as it occurs to allow ** to trouble shoot and make any necessary repairs.
  
  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: 05/17/2023

   
  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:04/17/2023

  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.

  I signed up for Ziply Fiber in January and gave my credit card information for autopay. The technician who came to hook up our service was unsuccessful: the wiring in our condo was unsuitable and we were unable to be connected. I called to confirm we did not have service and wouldn't be charged. I was never given any kind of account number or email confirmation of anything.I found out on Friday that my credit card has been charged twice by Ziply for Fiber internet I do not have. I was charged $70 on 2/26/23 and another $70 on 3/26/23. It seems autopay is charging me despite my address not having service. When I called to ask about the charges, I was told there was no account under my name, email, phone number, or service address, and they would escalate and call me back. I've yet to hear back and this is my next step before I'm forced to report fraud on my credit card. It seems there's a clear pattern of billing issues at Ziply the BBB is aware of. Even if my issue becomes resolved, be warned it very likely could happen to you.

  Business Response

  Date: 05/01/2023

  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 signed up for Ziply Fiber in January online and provided his credit card information for autopay. 
  ************ states the technician that came out was unable to establish service due to the wiring in the condo was not suitable. 
  ************ states he called to confirm he would not be billed for service however his credit card was charged $70.00 on 2/26/23 and again on 3/26/23 despite his address not having service.
  ************ states when he called in regarding the charges, he was advised there was no account under his name. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ************ had what is referred to as an Instant activation account where the service is available at the location and requires the consumer to set up a subscription directly through an online portal and this subscription is managed by the consumer directly. 
  Ziply Fiber records do show that the installation was not completed, however the subscription itself was not cancelled online so the consumer continued to get billed each month.  
  This type of account is not a standard service, account activity can only be accessed by the consumer through the online portal or through a specialized department. 
  Ziply Fiber has cancelled the subscription and has provided a refund for the 2/26/23 and 3/26/23 monthly charges of $70.00 each. 
  Ziply Fiber has contacted ************ and advised him accordingly.   
  
  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: 05/01/2023

  
  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.

  I want the record to show, despite the wording of the business reply and what is being implied, there was ABSOLUTELY NO indication that further action was required of me in closing the account once it was determined service couldn't be established at my condo. There doesn't exist, to my knowledge, a single online resource detailing the difference between the types of accounts offered (in this case an "instant activation account") and the necessity of the consumer to end billing themselves, despite the fact I didn't actually have an account to do so (and even if I did, I hadn't received an account number to access my account yet).
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/13/2023

  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 attempted to pay my bill on line using there App. On the 15th of March.When I attempted this process I received a pop-up stating something went wrong and try again layer I attempted this six times and received the same pop-up. So about an hour passed and I received 6 separate email stating thank you for your ***** payment. Reach out to them the next day to get this resolved in getting 5 of these charges credited back in my bank account and 1 applied to my bill. Have been getting no where with this issue, I've made 8 separate calls to try to get this resolved, they keep telling me they need to open a payment investigation when I've sent this information 3 separate times on this manner. Meanwhile I've received a termination notice and late charges and they have $381.60 of my money and no one at Ziply have provided me with any answers Please advise Thanks ***

  Business Response

  Date: 04/24/2023

  April 24, 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 3/15/23 **************** made six (6) online payments but received a pop-up (error) message that they had all failed. However, he later received an email notification that all six (6) payments were actually successful.
  **************** contacted Ziply Fiber to have five (5) of the payments stopped and was told a payment investigation would be needed.
  **************** received a termination notice from Ziply Fiber and was also billed late payment fees.
  **************** has yet to be refunded for the overpayment.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  Account records show **************** contacted Ziply Fiber on 3/16/23 and an agent confirmed six (6) online payments were successful.
  Account records show that a payment investigation was submitted to refund **************** the additional 5 payments made in error.
  Ziply Fiber records show that on **************** received a reminder notice regarding his missed payment due on 3/17/23. Since the payment was pending on 3/17/23 but had yet to post, the associated late fee was removed. This adjustment will reflect on the 4/27/23 statement.
  Ziply Fiber advises that on 4/17/23 a refund request was processed for ****************. Please allow **** business days for the refund to reflect on the original payment method.
  
  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:04/05/2023

  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.

  Attempted to change service plan within Ziply Fiber and they switched account over on 2/24. I can't get to old account since it was deactivated.(Old acct) Acct 425-822-7972-080482-5 was charged AFTER changover to new account for ****** Multiple IMs and calls to Ziply has not resolved issue. I contacted my credit card company to have it removed.Ziply rechared again on 4/4.New account number ********************* was supposed to have first month free. However, the initial charge was for 2 months rather than 1 ($90 vs $40)Each time on IM / phone they promise to fix it, but it never happens.

  Business Response

  Date: 04/18/2023

  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 change his service plan with Ziply fiber on 2/24/23 and his old account ending in **** was deactivated. 
  ************** states he was billed for service on the old account after the changeover and contacted his credit card company to have it removed but was rebilled on 4/4/23. 
  ************** states the new account ending in **** was supposed to have the first month free however the first bill was for two months instead of one. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show ************** had a phone and internet account with Ziply Fiber. Ziply Fiber received a request to port out the telephone number ending in **** from another provider with a due date of 2/28/23.  Once the port completed, it would automatically disconnect both the phone and internet service with Ziply Fiber.  
  Prior to the port completing, the 2/25/23 bill generated on the phone and internet account billing ************** for the full month of service in the amount of $148.25.  This balance was paid on 3/15/23. 
  Once the port completed on 2/28/23, the original phone and internet account ending in **** was disconnected. The 3/25/23 final bill statement provided prorated credit of $52.38 for the phone portion only as normally internet bills to the end of the cycle regardless of disconnect date as per the terms of service. 
  Ziply Fiber records show on 3/27/23 the payment of $148.25 was returned as unpaid and charged back to the account. This was applied against the credit balance of $52.38 leaving a balance due of $95.87. 
  In order to maintain the internet service after the phone ported, Ziply Fiber did create a separate install order for standalone internet under a new account number ending in **** which began billing effective 2/25/23. Ziply Fiber has credited the full balance of $95.87 under the old account number since ************** was being billed for internet separately. The old account has a zero-balance owing.
  Ziply Fiber bills one month in advance. The new internet only account ending in **** was established after the port order completed effective 02/25/23. The initial bill did not generate until 3/25/23 so ************** was billed for two months of service totaling $102.04. This balance was paid on 4/15/23.
  Ziply Fiber advises that ************** did not qualify for a free month of service as this offer is for new customers only and he was an existing customer. However, ********************** records show in this instance, he was provided credit for the first month as a courtesy and this will reflect on the 4/25/23 bill statement.  
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Ziply to cancel my service today 3/30/23 but they won't stop my service until 4/26/23 forcing me to pay a whole month of service I won't be using. I asked them to mail me a label to send the equipment back, but they said they can't put anything in the mail to me. Odd since that is where they send my bill. They apparently can only email me and I then will have to find a business I can take the email too in order to print it so I can return their equipment. Horrible ***************** When I called I followed their prompt and I pushed the button for the option to cancel my service. I gave all the necessary info. to the girl who answered, but after all that she then put me on hold yet again to transfer me to the "retention team" to cancel. Huge waste of my time and very frustrating.

  Business Response

  Date: 04/06/2023

  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 contacted Ziply Fiber to cancel her service on 03/30/23 further stating she was provided a due date of 04/26/23 forcing her to pay the whole month of service.
  ************* states she selected the prompt to cancel her service and was then transferred to the retention team for canceling of her service.
  ************* states she requested a return label be mailed to her for the equipment and advised it has to be emailed.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records do show ************** called in to disconnect the service on 03/30/23, per our terms of service the internet service does bill through the end of the bill cycle which would be 04/26/23.  However, in this instance and due to the close proximity of the requested disconnect and the bill cycle date Ziply Fiber did prorate the service and in instance Ziply Fiber has brought the bill balance down to zero due to the customer experience.  ************** has been contacted and advised of this.
  Ziply Fiber advises if a customer is not moving and requesting cancellation of service the call is transferred to our retention department in an attempt to resolve any issues and maintain the customer if possible.
  ********************** records do not show that the equipment is needed back, however in the instance where equipment is needed back the Ziply Fiber consultant has the option of contacting the *** store emailing the label to the store and providing the customer with the store address for the equipment return.
  
  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: 04/07/2023

   
  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.

  I was very pleased with the results and service I received in resolving the issue. ***** @ Ziply was a pleasure. 

  I am very grateful to the BBB for this resource.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/27/2023

  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 would like the BBB's assistance in receiving a correct last bill from Zipley Fiber. I called Zipley Fiber on 3/6/23 to end service and was given an end service date of 3/7/23. I requested a prorated bill ,as I was ending service only 10 days into their billing cycle. At first I was told I would have to pay for the whole month because it was "just like a subscription". I informed the agent that I had not signed up for any such subscription and in fact was told I could end service whenever I wanted, no contract when we first hired Frontier(whom ****** bought out). She then agreed that we could have it prorated "this one time". Which is perfect because that is all I will ever need. She sent a disconnect email with the amount $295.96 with a minus $95.02. I assumed it was an error, that would be fixed on the end bill, as it should be a prorated charge of just $95.02 for the 10 days we had internet and cable, and the $200.94 should be removed. I went to their chat to request a correct bill, but I also wondered if I hadn't paid in advance originally. So that I would actually have a refund coming..if in fact that month had been paid for. The first answer I got when I asked if we pay in advance was yes, that is how they work. Then when I said I probably have a refund coming the agent said no, you didn't pay in advance. I believe originally, signing up we did. Most cable companies require payment in advance, so you're always one month ahead. I cannot get a straight honest answer out of these people. If I do owe the $95.02, I will pay it. But I will not pay for a service I did not get(the $200.94 for days it was disconnected, and which I was promised would be prorated). And if I paid already, I should get a refund. Why is it so hard to get an honest answer? I'm not sure if they are trying to take advantage of an elderly couple(73, 65),or if everyone is treated this way? I would appreciate if the BBB help. Thank you so much. My Zipley acct. #***-472-6172-121713-5

  Business Response

  Date: 04/03/2023

  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 contacted Ziply Fiber on 03/06/23 to end her service and was provided a disconnect date of 03/07/23.
  ************************ states when she cancelled her service it was 10 days into the billing cycle.
  ************************ states the Ziply Fiber agent agreed to provide a prorated credit this one time.
  ************************ states when she disconnected, she received an email advising of the amount due of $295.96 minus $95.02 and assumed it would be fixed.
  ************************ states she will pay the $95.02 if owed however will not pay the $200.94.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show ************************ account was disconnected 03/07/23.
  Ziply Fiber records show the bill cycle is the 25th of the month.  Therefore the 02/25/23 is billing for services from 02/25/23 through 03/24/23.  Per Ziply Fibers terms of service which is provided on each monthly bill statement, ******** and ** bill till the end of the billing cycle which would be 03/24/23 and no prorated credit is provided.
  Ziply Fiber record show ************************ did receive prorated credit for the ** service as a onetime courtesy however the taxes and fees were not adjusted therefore  Ziply Fiber has applied an additional credit of $31.31 to the account.
  Ziply Fiber advises per our terms of service:  SERVICE TERMS Visit Ziplyfiber.com/terms, Ziplyfiber.com/tariffs or call **************** for information on applicable tariffs, price lists and other important Terms, Conditions and Policies (Terms) related to your Ziply Fiber services - voice, internet and/or video - including limitations of liability, and early termination fees and the effective date of and billing for the termination of service(s). Ziply Fibers Terms, include a binding arbitration provision to resolve customer disputes ***************************/terms/arbitration). Subscribers to Ziply Fibers ** and ******** services are billed one full month in advance. Unless otherwise required by applicable law, if you cancel your ** and/or ******** service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Ziply Fiber billing cycle and no partial month credits or refunds will be provided for previously billed service subscriptions.  However, in this instance ************************ was provided a prorated credit for the ** package along with the ** equipment.
  Ziply Fiber advises **************************** revised amount owing to Ziply Fiber is now $169.63 this is for services from 02/25/23 through 03/06/23 plus a full month (end of cycle billing) for the internet service which is valid.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ************************ has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19859815
  
  I am rejecting this response because: I was promised per my call to Ziply agent to order disconnect, that all charges for services would be prorated as a "courtesy this one time". Not just internet. Additionally, per chat(screen shot in original complaint) with Ziply agent ********, "you just need to make a payment on the service from 2/25-3/7", exactly 10 days. I see from other numerous c/o at the BBB site, that you DO allow for this one time pro-ration and apparently your agents understand this as well. Why is this not to be allowed for this elderly couple? I have included the screen shot of the agent that I quoted. Plus the disconnect/termination bill your agent sent, which obviously meant to be a charge for $95.00,as a monthly bill was always around $290, so 10 days would be an approx. prorated amount of $95.00. I would expect Ziply to live up to their agents commitments, agents who represent and speak for the company.   

   This from Ziply residential agreement "If you are moving or wish to terminate all or any portion of your Service for any reason
  you must notify Ziply Fiber as described at the Ziply Website. All applicable fees and
  charges will accrue until the date of termination".  My termination was 3/7(it actually was days prior, but she chose to put 3/7 & I did not argue that). Disconnection is a termination of my services. As I said, I will pay the $95 if indeed I owe it. I had paid in advance with Frontier. Crickets on that issue??
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 17, 2023 I attempted to pay my Ziply bill of ***** with my bank debit card. Ziply deducted ****** from my bank. I contacted Ziply via online chat and was assured that the payment overcharge would be refunded as soon as it was deducted from my bank account. When I saw the payment had been deducted I called Ziply (March 23) and they claimed they hadnt received payment but they would call me today at 11 am. They did not call so I called again and was told again that the money hadnt been taken out of my acct. and they asked me for proof from my bank that it had been deducted, even though it indicates in my Ziply acct that they received a payment of ******.

  Business Response

  Date: 04/04/2023

  Thank you for referring the complaint of ***************************** to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The complaints states:
  
  
  ****************** states on March 17, 2023 she attempted to pay her Ziply Fiber bill of $64.99 however Ziply Fiber deducted $204.97 from her bank.
  ****************** states she was assured that the overpayment would be refunded when she contacted Ziply Fiber on March 23, 2023.
  ****************** states Ziply Fiber advised proof was needed that the payment cleared/deducted from her bank account.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  
  Ziply Fiber advises a payment posted on March 17, 2023 in the amount of $204.97, this payment was made by ****************** and was not a auto payment.
  Ziply Fiber advised an account audit located a payment that was credited to ****************** account on June 27, 2022 in the amount of $139.98 in which Ziply Fiber did not receive the funds.  Therefore, the account was debited on March 9, 2023 for the $139.98, when ****************** made the payment on March 17, 2023 she paid the balance in full.
  Ziply Fiber has been in contact via email with ****************** and advised in order to reverse the $139.98 we would need proof of payment from the June 27, 2022 transaction, that the funds were withdrawn from her bank account,at this time ****************** has not provided proof of payment, therefore there is no refund due.
  
  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: 04/05/2023

   
  Complaint: 19848972
  
  I am rejecting this response because: I did not authorize the amount deducted from my account. The billing statement did not reflect the amount that Ziply deducted from my bank. There was no statement saying I owed the amount withdrawn by Ziply. IF I owed more money Ziply should have sent a billing statement that reflected the alleged overdue amount.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/12/2023

  Thank you for referring the Rebuttal of ***************************** to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The rebuttal states:
  ****************** states on March 17, 2023, she attempted to pay her Ziply Fiber bill of $64.99 however Ziply Fiber deducted $204.97 from her bank further stating she did not authorize this nor did the statement reflect the $204.97 amount.
  ****************** states if she owes more than the billed amount Ziply Fiber needs to provide her with a bill statement with the additional charges on it.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises a payment posted on March 17, 2023, in the amount of $204.97, this payment was made by ****************** and was not an auto payment.  The online accounts reflect the real time balance therefore any debits/credits provided prior to the consumer accessing their online account would show which was the case in this instance.  When consumers pay their account through the ziplyfiber.com online site they are provided options for payments either to pay the full balance, the past due or select another amount to pay.
  Ziply Fiber advises debits/credits that are placed on the account in between bill cycles do reflect on the following bill cycle.  This debit was placed on the account on 03/09/23 and did reflect on the following bill statement that generated on 03/22/23. 
  As previously advised: Ziply Fiber has been in contact via email with ****************** and advised in order to reverse the $139.98 we would need proof of payment from the June 27, 2022, transaction, that the funds were withdrawn from her bank account, at this time ****************** has not provided proof of payment, therefore there is no refund due.
  
  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: 04/17/2023

   
  Complaint: 19848972
  
  I am rejecting this response because: Poor billing practices, delayed response time, customer service did not call back when they said they would. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/23/2023

  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.

  I canceled my Ziply Fiber account on November 22, 2022. Since then I have been charged $70 a month on the 19th of every month. When I call them they tell me they can see my account has been disconnected and all of my information has been erased since my account is no longer active, so they can not see the charges. They have continually told me to reach out to a collections agency they use, even though the charges and receipts are directly from Ziply Fiber. I have been changed $70 a month 4 times since I have gotten the email confirming my cancelation. I have had had several phone calls, the most recent ending after 50 minutes with me being told "Call my bank and ask them to scrub the charges" which is completely unacceptable. They had no response when I asked how they expected to fix my account from continually being charge. They told me to call the collections agency after a week has passed. I called the collections agency more than a month ago and they have no record of me, which coincideds with the charges coming directly from Ziply Fiber. According to Ziply Fiber they have no record of me or charging me.

  Business Response

  Date: 03/30/2023

  Thank you for referring the complaint of ***************** to our office for review. We appreciate ************************* bringing this matter to our attention. 
  
  According to the complaint:
  The consumer states Ziply Fiber cancelled their internet service on 11/22/22. 
  The consumer states since cancellation they have been billed $70.00 on the 19th of every month. 
  The consumer states when they call Ziply fiber, they advise the account is disconnected and they have no record of Ziply Fiber charging them.  
  The consumer states they were advised to dispute the charges with their bank and were offered no resolution as to how fix their account from being charged each month, which is unacceptable. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show the consumer had what is referred to as a ReadyOn account where the service is already established and available at the location and requires the consumer to set up a subscription directly through an online portal at *********************************************, this subscription is managed by the consumer directly. 
  This type of account is not a standard service that is established through Ziply Fiber customer service. Care agents only see a shell account and cannot make changes or view payments. All account activity can only be accessed by the consumer through the online portal or through a specialized department. 
  Ziply Fiber records show in this instance, the shell account was disconnected 11/22/22 however the subscription itself was not cancelled online so the consumer continued to get billed each month. 
  Ziply Fiber has cancelled the subscription and has provided a refund for the 11/19/22, 12/19/22, 1/19/23, 2/19/23 and 3/19/23 monthly charges of $70.00 each. Ziply Fiber advises it can take **** business days for the refund to complete. 
  Ziply Fiber has contacted the consumer and advised them accordingly.   
  
  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: 03/30/2023

   
  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:03/19/2023

  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 has been double charging me for a sports package that was already included in my tv package. I spoke to a rep who said theyve been doing that since they took over from Frontier which means Ive been paying $14.99 a month plus taxes and fees for no additional goods or services for a really long time. The rep said she shows it going back to January 2020!The supervisor was only able to refund me 6 months but I believe they should refund me back to when they first started double charging me for channels that were already included.

  Business Response

  Date: 03/28/2023

  
  
  March 28, 2023
  
  Thank you for referring the complaint of *************************** to our office for review. We appreciate ********************** bringing this matter to our attention.
  
  The complaints states:
  Ziply Fiber has charged ********************** for a Sports Package subscription that had duplicate channels included in his TV package lineup.
  A Ziply Fiber supervisor would only issue a credit for 6 months of the charges.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  
  Records show that ********************** had a grandfathered channel lineup that didnt include channels in the Sports Package subscription. Records show on 3/15/23 ********************** was switched to a new television plan that included them and the Sports Package was removed. We apologize if ********************** was provided incorrect information.
  Although the Ziply Fiber Terms of Service (********************************************************************************) advises if the end user doesnt not report billing error within 30 days, all such billing errors are waived, Ziply Fiber agrees to honor the one-time courtesy credit that was offered for six (6) month billing of Sports Package. This credit will reflect on the 4/16/23 statement.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ********************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations