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:03/15/2023

  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 want to know how a company can charge someone to autopay a bill. Not everyone has a bank account.$3 dollars was crazy and now they want to raise it?I want to get back this $3 dollar charge and not have to pay a $5 charge for not using autopay. Is it legal to make you pay a certain way or else, how can they demand this. This is from an email I received from Ziply Fiber. "Thanks for choosing Ziply Fiber. We look for ways we can be a more environmentally friendly company and provide modern ways to support you. Beginning March 23rd, 2023 the fee for not being signed up for autopay (noted as payment processing fee on your statement) of $3/month will be increasing to $5."

  Business Response

  Date: 03/21/2023

  Thank you for referring the complaint of ******************* to our office for review. We appreciate *********** bringing this matter to our attention.
  
  The complaints states:
  ************ asked disagrees with Ziply Fiber paper processing fee and the raise in cost of it.
  ************ states not everyone has a bank account.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises the payment processing fee is set to increase for consumer currently on Ziply Fiber products from $3.00 to $5.00, customers were notified by email and on the bill statements (the statement prior to the increase and the statement which includes the increase).  This information can be found under Customer Important Information section of the bill statement.  Ziply Fiber advises as part of our commitment to providing a refreshingly great customer experience and supporting a more environmentally supportive way of doing business, we encourage all of our customers to sign up for autopay and paperless.
  Ziply Fiber advises if consumers choose not to sign up for paperless billing or auto pay they do have the option of paying the monthly processing fees.  However, consumers currently under grandfathered products such as *********** will not see the paper statement, or the payment processing fees at this time.
  
  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:03/10/2023

  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 am currently on auto pay for my monthly payment. For July, August, and September of 2022, Zipply fiber did not take funds out of my banking account for the payments, I,m not sure why? In October of 2022, they withdrew two payments and some extra fees they charged for without any prior notice to me. I tried to resolve the issue myself but was unsuccessful. I received a notice from ziply fiber regarding the three payments, I explained to them that I had a knee replacement surgery July 26, 2022. Ziply fiber stated that I qualified for a discount for the July , August and September payments They sent me a form for signature and that's as far as it went. Please help!

  Business Response

  Date: 03/22/2023

  March 22, 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 failed to process the auto payments for July, August and September 2022 for Ms. *********** account and she doesnt know why.
  Ms. *********** states that in October 2022, Ziply Fiber withdrew two months of payments and fees without notification.
  ************************ states she was advised that she qualified for a discount for July, August and September 2022 charges because of a knee surgery. A form was sent to be signed but it never went farther than that.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Account records show ************************ contacted Ziply Fiber on 6/29/22 and requested a new telephone number. This request also changes the account number and stopped the auto pay on the account.
  Ziply Fiber advises that when the auto pay was added to Ms. *********** new account the payment pulled was the balance owing at that time. Additionally, as a one-time courtesy, an adjustment to cover the three (3) late fees has been applied to Ms. *********** account and will reflect on the 4/7/23 bill.
  Ziply Fiber records do not have details of a conversation in which ************************ was advised she qualified for discounts due to her surgery. If ************************ did receive a form to sign, its important that it be mailed back to Ziply Fiber at the address provided on the document. Until which time we receive the form, its purpose cannot be determined.
  
  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:03/07/2023

  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.

  Have not had a phone ************ since 2/15/23 a service man came out on 2/17 and told us The problem was in the buried cable. He was going to notify a ground crew to locate the problem. We have seen nor heard from ziply fiber. We have called numerous times given work orders no calls to us, people were to show up and did not. All persons we talked to said we have a credit on our acct, just received bill, no credit. We have a cell phone with limited minutes, which Im sure has been used up with calls to ziply. Our daughter lives with us and she has epilepsy so we all depend on this landline for her as she cannot drive either. They have continuously lied to us saying someone would be out. We called again today, girl called back and said someone would be out today. We just got a call from ziply, who we could not understand, saying now they will be out tomorrow. I doubt this as theyd have continually told us they would and never show up or call. Doesnt matter to them I guess regarding our daughters medical issues and the need for the landline. They just dont care and lies!

  Customer Answer

  Date: 03/13/2023

  This is to inform the bbb that the above claim #******** has been resolved as of today.  Our phone is back in service now we just need to settle with ziply regarding their bill to us for the time we were without service from 2/15/23 thru 3/9/23.

  Thank you for your help.

  *** and *********************

   

  Sent from my iPad

• Initial Complaint

  Date:03/07/2023

  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.

  In June of 2021, Ziply Fiber was stringing fiber optic lines though my back yard. Instead of trimming a large lilac **** or using poles to move it out of the way, the worker stood on my obviously fragile block wall to force equipment through the ****, rocking the wall back and forth. They broke the wall, so now it is falling down,Ziply sent the project manager out the next day. He said the workers should not have damaged my property, that he would work with the other players, they would fix the damage, and they would get back to me later to schedule repairs. Ever since then, my contacts with Ziply have resulted in a reply that my complaint has been forwarded to someone. I don't get any other reply (i.e. they blow me off).The wall is now falling down. It is going to cost me thousands to fix. Ziply is responsible for the damage. They should pay.First photograph is on the day they broke the wall. The second is in February 2023, when the wall has lost one block on the top and is falling down.

  Business Response

  Date: 03/17/2023

  March 17, 2023
  
  Thank you for referring the complaint of ******************************* to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  A Ziply Fiber technician stood on Ms. ******* brick wall while working in the area and caused structural damage to the bricks. **************** wants Ziply Fiber to pay for the damages.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  We have assessed the claim from **************** and are in the process of addressing an appropriate remediation of the case. We will bring our solution to **************** directly provided there are no unforeseen circumstances.
  
  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: 03/22/2023

   
  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: 05/11/2023

  I filed a complaint  (# ********) against Ziply Fiber on March 7, 2023 regarding property damage they caused when installing wires through my back yard. On March 22, 2023 Ziply agreed to a one-time cash settlement of $750.00, which would be sent once we exchanged a contract (see attached). Im still waiting for the contract. Given my past experience with Ziply on this matter, I doubt the company will honor the settlement.
  
  Based on Ziplys agreeing with the settlement, I notified the BBB that this matter had been resolved on March 22, 2023. Is it possible to reopen the complaint?
  
  Thank you.
  
  
  ********* (Kit) ******
  

  
  

  Business Response

  Date: 05/22/2023

  Thank you for referring the additional concerns of ******************************* to our office for review.
  
  The additional concerns state:
  ****************** states she has yet to receive the contract confirming resolution of her damage claim.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber advises that the construction administrator who previously worked with **************** on the issue will make contact with her by 5/26/23.
  
  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 

  Customer Answer

  Date: 05/28/2023

   
  Complaint: 19550260
  
  I am rejecting this response because:

  The unnamed construction manager did not contacted me by 5/26/23. 

  In the two years I have been trying to get Ziply to fix my wall, the failure to follow through has been typical. The company says they've passed the complaint to the proper person. I never hear from that person.

  Ziply agreed to a $750 settlement. The only resolution I will accept is a valid check for that amount.

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

  Business Response

  Date: 06/07/2023

  
  Thank you for referring the additional concerns of ******************************* to our office for review.
  
  The additional concerns state:
  ****************** states she has yet to be contacted by the construction manager and nor has she received the settlement check.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber apologizes if contact wasnt made as expected. On June 6, 2023 Ziply Fiber confirmed that Ms. ******* settlement check was mailed to the address on record. Please allow ***** business days for **** delivery.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that **************** has experienced as a result of the above matter
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 06/13/2023

   
  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 have received the check.

  Thank you for your help.

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

• Initial Complaint

  Date:03/05/2023

  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.

  We have complained to Ziply about our internet service being sporatic for quite some time. They recently increased our bill by $10.00 per month for internet that is now even slower. We have had appointments with their technicians to come and try to fix the problem, but they have not come. They said there were too many other customers with problems, and they only have so much time. The appointments require someone to stay near the phone, and at our home. This is frustrating, when you have to cancel something and then the techs are a no show. We have tried their chat help numerous times, and that does not help. We are paying a lot of money for internet, and we do not get the speed that we were told we would get. We take speed tests, for download and upload, and they do not come close to the 9mbps that we are to get.

  Customer Answer

  Date: 03/09/2023

  Case # ******** has been resolved to our satisfaction.  Thank you 
  A ****

• Initial Complaint

  Date:03/03/2023

  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 was getting internet "service" from Ziply fiber. Unhappy with the "service" on February 10, 2023 I had the account closed and the "service" shut off. I had already changed to another provider. On February 20, 2023 Ziply stole $50 from my bank account for another month of service. When I contacted them they kept trying to tell me that I just didn't understand their billing cycle and that it was appropriate and correct for them to bill me for another month after the account was closed and shut off. Escalating to a supervisor and enough bickering and explaining to that worthy that "You didn't bill me, you stole my money! And I want it back!" there was an agreement that my money would be refunded to my account within three business days. Four days later it was not refunded. I contacted Ziply again, and had to listen to the same lies again about how I didn't understand their billing cycle and it was okay for them to steal my money. Then I found out from that supervisor that my refund for the money they stole was denied by their billing department.I believe I have waded through enough lies and excuses why they could steal my money and given adequate time for them follow through with our agreed resolution for them to refund my money. This issue needs IMMEDIATE resolution! They are collecting interest on the money they steal from innocent people and refuse to refund the monies they steal!!!

  Business Response

  Date: 03/09/2023

  March 9, 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 billed **************** an additional month after he cancelled his account, and he would like his $50 back.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Per the 2/6/23 Ziply Fiber billing statement **************** had an auto payment pending for 3/2/23. This payment was already in process when the request to cancel was received on 2/9/23 and was process as advised.
  Ziply Fibers monthly statements notify customers that no partial month credits or refunds will be provided for previously billed service subscriptions. However, as a one-time courtesy Mr. ******* service was pro-rated and a refund of $42.33 (of the $50 payment) reflected on the 3/6/23 statement. Please note the refund process *** take 1-3 bill cycles and will be sent as a pre-paid **** card to the mailing address on file.
  
  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: 03/15/2023

   
  Complaint: 19534845
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/21/2023

  Ziply Fiber was on an automatic payment using my Direct Express debit card. I called Ziply Fiber and told them to close my account. I had to explain to them about lousy service, it is difficult to watch a streaming show when the video locks up and the audio is garbled parts of words and you have to pause and back up to where it fouled up and try again, only to have it due so every **** minutes. There were several "temporary outages" of a few hours every month. Well, Ziply did not close my account per my request in January and billed me for February. I had not decided on a new internet provider yet so I let that pass. February 9, 2023 I called Ziply Fiber and stringently informed them "I WANT THIS ACCOUNT CLOSED, SHUT OFF!" the supervisor I was speaking to at Ziply customer "service" assured me my account was closed although it wouldn't be until the 10th of February before they could disconnect which they did. So my account was closed and shut off completely when on February 20, 2023 Ziply Fiber billed my Direct Express debit card for March 2023. I contacted Ziply abut it and they explained it, "You just don't understand our billing cycle." Then there was a lot of double talk and circular excuses why it was perfectly reasonable that they billed me for service that did not exist, had been disconnected, shut off. I demanded to speak to a supervisor. The supervisor gave me the tired spiel about not understanding their billing cycle. After considerable argument, he agreed to have my stolen money returned to my account and I would have it in 3-5 days. When I called about it I got the same "You just don't understand our billing cycle" I escalated to a supervisor who gave the billing cycle story, but I pressed on and finally he admitted the billing department had denied the refund of the $50 they stole. To date I have not been refunded the stolen money and Ziply refuses to refund the stolen money. I have filed compaints with the BBB, DOJ,and the **** but Ziply won't budge, won't refund the money.

  Business Response

  Date: 03/29/2023

  March 29, 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 billed **************** an additional month after he cancelled his account
  Ziply Fiber refuses to give **************** his $50 refund.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Per the 2/6/23 Ziply Fiber billing statement **************** had an auto payment pending for 3/2/23. This payment was already in process when the request to cancel was received on 2/9/23 and was process as advised.
  Ziply Fiber advises that on 3/16/23 a $50 payment reversal was received from Mr. ******* credit card company. This debited the account and left a balance owing of $7.67. This balance owing is valid and **************** would not be entitled to a refund.
  
  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:02/27/2023

  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.

  It all started when ziply shut off my internet and phone with no notifications or warnings of any kind. The first thing I do is check my online acess and see that there is a 127 charge that just says misapplied credit. Called to get things figured out and they told me that in October of 2020 my auto payment on the 25th did no go thru and I corrected that on the 27th of the same month. They got it supposedly all figured out after I was transferred here and there then when I got to the collections department they saw the credit or reversal but then wanted me to pay the reconnect fee which I told them I was not and thru a fit. They eventually waived the fee and also recieved a 25 dollar sorry payment. Internet and phone were turned back on now its all good. Now today 27 February 2023 I get a notification about my ziply payment and it's back to the original amount before the credit 243 dollars and has been withdrawn from my acount. Called in and they were confused on what I was talking about saying nothing was showing on their end but I can show online, email, and bank account that funds were taken. Now I have to wat 5 business days for a refund which was their fault again. I am getting tired of this company and me being on the phone for 4 plus hours to do their job and fixing their messup.

  Business Response

  Date: 03/06/2023

  Thank you for referring the complaint of ************************* to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  
  Mr.  ****** states Ziply Fiber shut off his phone and internet service with no notification or warning.
  ******************** states he checked his online access which showed he had a $127 charge for a misapplied credit.  Further stating that in October 25, 2020 his auto payment did not go through, in which he advised that it was corrected on the 27th of the same month.
  ******************** states he did contact Ziply Fiber collections whom advised the credit or reversal had been completed, further stating he was advised he would need to pay the reconnection fee, this was waived with a $25 credit.
  ******************** states the internet and phone were turned back on and now today 02/27/23 he received notification that his Ziply Fiber payment was back to the original amount before the credit and $243 was withdrawn from his account.  Further stating he now has to wait 5 business days for the refund.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show a reminder notice of account past due was mailed out on 02/03/23 with a due date of 02/18/23 for $127.51
  Ziply Fiber records show a debit reflected on **************** 02/02/23 bill statement, this debit posted to the account on 01/18/23 notes state payment of $105.23 payment posted in error.  However further review shows the payment of $105.23 was debited back already on the 07/02/22 bill statement, **************** made a payment which also covered prior and current charges.  Then another debit of $127.51 posted in error, this was then credited on 02/21/23 and an additional credit of $25.00 posted on 02/23/23.  **************** payment in the amount of $243.83 was scheduled for auto withdraw prior to the credit being applied to the account therefore did not deduct the credit amount.
  Ziply Fiber advises the account had a credit balance of $152.81 which carried forward to the 03/02/23 bill statement, the credit took care of the current charges.  The remaining credit after the current charges were deducted was in the amount of $36.28, Ziply Fiber has placed a request to have the remaining credit refunded back to **************** credit card on file, once this is approved it will take approximately 5 business days before it will be back in his account.
  Ziply Fiber does not have any records of a request of a previous request for refund, and due to the bill cycle date a reversal back to the card would have had to wait until the 03/02/23 bill had generated due to the close proximity with the bill cycle date.
  
  
  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: 03/07/2023

   
  Complaint: 19507344
  
  I am rejecting this response because:
  

  I am confused that they are stating that the credit reversal was corrected on the 21st of February as per their response and I was charges the 243 on the 27 6 days after they say they credited me.  The refund I was referring to was the 127 dollar amount that they wrongly billed and wanted that reversed.  I am unsure of where this 36 dollar refund is coming from.
  Sincerely,
  
  *************************

  Business Response

  Date: 03/13/2023

  Thank you for referring the additional concerns of ************************* to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The additional concerns states:
  
  **************** is confused regarding the prior response about the credit reversal on 02/17/21.
  **************** states he was charged $243.00 on 02/27/23, 6 days after he was advised the credit of $127 was applied to his account.
  **************** wants the refund of $127 back.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  
  Ziply Fiber advises the account was debited $105.23 on 01/18/23 then on 02/21/23 the account was credited $105.53 plus an additional $22.28 for a total credit of $127.81.  On 02/23/23 an additional credit of $25.00 was applied to the account.
  Ziply Fiber advises the autopayment deducts the billed amount.  In this instance the 02/02/23 bill generated in the amount of $243.83 therefore this was the amount that was deducted from **************** account. 
  Ziply Fiber advises the credits applied to the account totaling $152.81 do reflect on the bill statement that generated 03/02/23.  The current charges in the amount of $116.53 were deducted from the credit therefore no amount will be auto deducted on 03/28/23.  The remaining credit balance after the current charges were deducted from the credit are in the amount of $36.28 this credit amount was credited back to the card on file for the auto pay.
  
  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:02/25/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our neighborhood has recently had fiber brought to it. Ziply fiber has made 4 appointments to install fiber at our home. We now have taken approximately 12+hours off work to be present for an install. Ziply had Not shown up nor called for each appointment made. They have rescheduled with their service department without any notification to us. This has cost our family hundreds in lost wages! They have only offered us a mere $20 credit for their incompetence. Their representative lied to us saying that they are waiting for government permits. Most of out neighborhood already has fiber. I am going to look to a lawyer to file a class action law suit!

  Business Response

  Date: 03/16/2023

  March 16, 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 missed several appointments to install Fiber data costing ************** hundreds in lost wages.
  Ziply Fiber has offered a mere $20 for the inconvenience and lost wages.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Due to issues with the fiber data upgrade, Ziply Fiber applied credits totaling $153.64. $97.49 of which reflected on 3/10/23 statement and the remaining $56.15 will reflect on 4/10/23 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

• Initial Complaint

  Date:02/22/2023

  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.

  Ziply Fiber continues to cut off my service prior to my billing due date and charges me more than the quoted rate. They have also take up to three days to restore my service after payment and have forced me to leave work to meet their technicians during my work hours. They have been unclear around why my January amount was $96.00 and take three days to process payment making my payment late to charge me additional late fees and reactivation fees. I had to ask three different reps to send me online bills through my e-mail and it took over three months for them to do so. They inability to respond to my requests so they can charge extra fees is unacceptable. I would like my **************** fees to be waved given the headache they create impacting my ability to work from home.

  Business Response

  Date: 03/09/2023

  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 has been forced to leave work to meet technicians at her residence during the work day. 
  ****************** states Ziply Fiber continues to cut off her service prior to her billing due date. 
  ****************** states she is being charged more than the quoted rate and Ziply Fiber has been unclear why her January bill was $96.00
  ****************** states Ziply Fiber takes up to three days to restore her service after a payment and she is billed additional late fees and reactivation fees. 
  ****************** wants her **************** fees waived due to the inconvenience impacting her ability to work from home. 
  ****************** states she asked multiple agents to email her bill copies and it took over three months to do so. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show a technician was dispatched on 5/19/22 in response to reported internet trouble. Ziply Fiber does request someone over 18 is present on a repair call in the event inside access is needed.  
  Ziply Fiber records show that ****************** has had a rolling past due balance since the November ******************************************************* full each month. 
  Ziply Fiber records show ****************** 12/1/22 bill statement had a balance of $96.32 which was made up of a past due charges of $21.16 from November and current December charges of $75.16.  Account records show ****************** paid the balance of $96.32 on 1/17/23. 
  Ziply Fiber has sent reminder notices for the past due balances due in November, January, February, and March.  The due date on the reminder notice is for the past due balance to avoid suspension of service, it does not include any current charges owing. 
  Ziply Fiber does charge a late payment fee of $10.00 if the regular monthly bill is not paid in full by the bill due date. Payment processing times can vary depending on how the payment is made and it is the consumers responsibility to allow enough time for the payment to post by the due date.  If the service is suspended for non-payment, Ziply Fiber does charge a $9.99 internet reconnection fee once the service is restored. These are valid fees.
  Ziply Fiber sent a late notice on 2/1/23 for the past due January bill charges of $75.16 due 2/16/23.  Ziply Fiber did not receive a payment by the due date and ****************** service was suspended on 2/21/23.  Ziply Fiber did restore the service on 2/22/23, the same day the past due payment of $75.16 was posted to the account. 
  Ziply Fiber sent a late notice on 3/6/23 for past due February bill charges of $75.16 which is due 3/23/23. If no payment is received by the due date, the account will be suspended again. 
  As of 3/1/23, ****************** has a current balance owing of $160.31. This includes two months of billing, the past due February charges of $75.16 and current March charges of $85.15 due by 3/27/23.
  The March current charges are higher than normal because ****************** is being billed a $10.00 late fee and $9.99 reconnection fee in addition to her service charges.  ****************** can avoid these fees by paying the bill in full each month by the due date. 
  ****************** can access her monthly bill statements going back 12 months online at ziplyfiber.com by logging into the online portal.  Ziply Fiber also recommends consumers establish auto pay to ensure payments are made on time and by doing so the payment processing fee will be removed from ****************** account. 
  
  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: 03/09/2023

   
  Complaint: 19447983
  
  I am rejecting this response because I have repeatedly asked Ziply to send my bills and reminders via email to ensure I see them. For the month of November and December I did not receive e-mail notice s causing me to be late and paying additional fees due to their failure to send billing to my email despite multiple requests to do so.
  
  

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

  Business Response

  Date: 03/15/2023

  Thank you for referring the additional concerns of ******************************* to our office for review.
   
  The additional concerns state:
  ****************** states she has repeatedly asked Ziply Fiber to send her bills and reminders via email to ensure she sees them. 
  ****************** states for the month of November and December she did not receive e-mail notice causing her payment to be late. 
  ****************** states she had to pay additional fees due to Ziply Fibers failure to send billing to her email.  
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber does send new bill available notifications to the preferred email address on file if a consumer is signed up for paperless billing and enrolled in the online billing portal at ziplyfiber.com.  Consumers are then required to securely log into their online account to view the bill. 
  Ziply Fiber records show a new bill available notification was successfully sent to the email associated with ****************** online bill account every month and there is no record of it failing.  However, Ziply Fiber does not have control over the receipt of emails by third party email providers.  If ****************** is not receiving these email notifications, she should check her spam and junk folders. 
  Ms. *********************** is due around the same time each month, it is the consumers responsibility to make sure the bill is paid by the due date. As previously advised, Ziply Fiber does assess a $10.00 late fee if the full bill amount is not paid by the bill due date. 
  ****************** account is currently showing past due. ****************** should pay the past due balance of $75.16 by the reminder notice due date to avoid suspension of service and any subsequent reconnect fees. ****************** should pay the current charges of $85.15 by 3/27/23 to bring the account current and to avoid further late fees.
  
  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:02/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've contacted Ziply Fiber re billing disputes numerous times over the last year or two, as my service costs continue to increase, while the quality of service has significantly decreased. I contacted them via CS chat today to inquire about the increase in my bill yet again. I requested a breakdown/itemization of charges, which was muddled and explained in a circular manner. This required that I pose simple, direct questions which the *** was unable to answer. When asked direct questions, I was told nothing changed from Frontier and I had the same plans, which were outlined as 1) Internet, 2) Security Bundle, 3) Tech Pro, and 4) Router. When asked what the security bundle covered it became clear that I wasn't going to get a straight answer but I did find out that this is an app that I've never used, had no information about, that Ziply cannot provide me access to, that is activated with a code I've never had and they couldn't provide me because they don't offer the service, and I was not able to receive an explanation re: "protection" it provides apart from "up to 10 devices." I've experienced a pattern of discouraging contacts with ***s who cannot explain charges or services or tell me how/when I signed up for these services. This is particularly frustrating since I live in a rural area and have no alternative provider options. It's as if they are taking advantage simply because I have no alternative. I don't want others to unwittingly be taken advantage of due to the *** or even shifty business practices of this company.

  Business Response

  Date: 02/27/2023

  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 has had billing disputes numerous times over the last year or two and her service continues to increase while the quality decreases.
  **************** states she contact Ziply Fiber via chat to inquiry about a increase on her bill and requested a breakdown / itemization of charges.  Further stating they were unable to provide an answer.
  **************** states when she asked what her security bundle covered further stating it was not activated.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber provided notification of a price increase on the 12/20/22 and 01/20/23 bill statements under Customer Important Information section of the bill statement: 
  Beginning 01/15/23 the price for your Identity ******************* will increase by $1 per month.  Ziply Fiber is proud to offer you Identity Protection and monitor your personal information from fraudulent or harmful activity.
  We are experiencing higher costs associated with providing DSL Internet.  To cover these costs, beginning 01/16/23 the price for your DSL **************** will be increasing to $50 per month.
  Beginning 01/15/23 the price for your F-************** will increase by $2 per month.  Ziply Fiber is proud to offer you F-Secure and help keep your online privacy and devices safe.
  Ziply Fiber advises when viewing the bill online there is an option to view the entire bill as a pdf this provides the full details of the bill statement.
  Ziply Fiber technical support has made multiple attempts to reach **************** and resent her an activation code,  Ziply Fiber has also reached out to **************** emailing her directly with a bill breakdown along with a detailed description of products.
  
  
  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