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:11/06/2022

  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.

  On October 7th, 2022 I became aware of a double payment of ******. I called to request a reimbursement for this overpayment. Since my account was paid up thru Octobrt 9th I requested a full refund. I called and talked go a number of representatives and finally they agreed and told me I would receive a check within 10 day. After that time pasted I called again and was told my request was rejected. After talking to them again and explaining that at the time of my request I owed them nothing and again they told me I would receive the credit thru my bank account. Again I waited with no payment. I have talked to 7 representatives and one supervisor. Because I was told I would receive a credit I set up my normal payment due November 9. I became so frustrated with this company and all the lies they have told me I requested to close my account effective 11/9 which as has been paid in full. All I am asking for now is reimbursement for my over payments. I am done using the services with this company. The have lied to me on numerous occasions promising me my money yet I am still having to call them and all they tell me is they will send it to me. I feel their treatment of me as a customer is unethical and no excuse for it. All I have ever wanted is reimbursement for my overpayment.

  Business Response

  Date: 11/11/2022

  Thank you for referring the concerns of *********************************** to our office for review. We appreciate ************************* bringing this matter to our attention.
  
  According to the Complaint:
  ************************** states on October 7, 2022 a double payment in the amount of $150.01 was processed.  ************************** contacted Ziply Fiber requesting a reimbursement for the overpayment.
  ************************** states since her account was paid up through October 9, ************************************************************************************************************* 10 days which was rejected.
  ************************** states she was advised she owes nothing, and the refund would be credited online to her bank.
  ************************** states she talked to 7 representatives and a supervisor since she was to be credited therefore, she scheduled a payment with a due date of November 9 which did process.
  ************************** states she then requested her account be closed effective 11/09/22 and the account was paid in full.
  ************************** states she is now asking for reimbursement for the over payments.
  
  Ziply Fiber has investigated the above statement and offers the following response:
  Ziply Fiber records show 2 payments posted in the amount of $150.01 one posted on 09/29/22 and the second one posted on 10/07/22.
  Ziply Fiber records show the first request for refund of $150.00 was denied on 10/11/22 due to the 10/10/22 bill generating, and the current charges being deducted from the credit balance leaving a credit balance of $68.50 which required the credit request to be updated.
  Ziply Fiber records then show a second request for refund placed for the credit balance on the account of $68.50 on 10/25/22 was requested and a check to be mailed out within **** business days.
  Ziply Fiber records show since the current charges were deducted from the credit balance for the 10/10/22 bill statement for services from 10/10/22 through 11/09/22 no new payment would be required for this bill statement.
  Ziply Fiber records do not show a payment processed with a due date of 11/09/22 the last payment to post to the account was the $150.01 on 10/07/22.
  Ziply Fiber records do show the account was disconnected on 11/07/22 and now has a credit balance of $3.00 this refund will be mailed out as a prepaid Mastercard in 1-3 bill cycles.
  Ziply Fiber records show a check refund in the amount of $68.50 was processed on 10/25/22 with estimated arrival date of **** business days which means it should be received about 11/08/22 at the service address.
  
  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.
  
  Ziply Fiber
  

  Customer Answer

  Date: 11/12/2022

  Dear **** I have read their response and would like it know I closed my account with them due to being told 7different times they would credit me my overpayment.  I believe they never reimbursed me on purpose those the could hold all over payments to cover another month rather than doing the right thing.  I was treated very poorly by them and am glad I'm done with t yt?em.  I talked with my bank and out a stop pay on the original pay.  That is the best way to make sure they didn't more of my money to s**** me with.  I'm am glad I finally received the ***** refund and that I never have to talk with them again.

  Sincerely 

  ***********************************

• Initial Complaint

  Date:11/05/2022

  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.

  Began as a Frontier customer. Once ********************** took over, they upped my bill to ***** per month without notice. On August 1, 2022, they upped my bill to ***** without notice. I have called several times only to have them offer a ***** discount without explanation to how my bill is so high. Today I called and the man tells me my contracted discount ended so the price went back up. I told him, "I was a Frontier customer, I had to contract". I then ask him why they did not notify me before charging my card and almost doubling the price of my internet since taking over. He has no answer for that but says the new price gives me 1 gig of internet. I ask him if I already have the 1 gig since I have paid for it, he says, "no, we can do that today". So-I have been paying for 1 gig (without my permission) for months and not gotten it. I want a refund of all moneys I have been charged without my permission and for a product I haven't received.

  Business Response

  Date: 11/09/2022

  November 9, 2022
  
  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 twice raised Ms. ******* pricing, without warning.
  Ziply Fiber charged Ms. ******* card a higher price without notifying her of the increase.
  Ms. ******* contracted discount ended despite her not being in a contract.
  **************** has been billed for the *** data package but never received that speed.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records shows Ms. ******* had an old Frontier 500/500M fiber internet plan established in July 2019. The promotion offered at that time was a 2-year promotional discount, which included an embedded discount of $25.01 off market rate and an additional $10.00 discount for 2 years. The 2-year $10.00 discount expired in July 2021, however **************** continued to receive the embedded discount of $25.01 off market rates for an additional **************************************************************** July 2022, the $25.01 discount expired, causing her bill to go up.
  Ziply Fiber advises that **************** is provided an email notice that her bill is ready to view prior to the automatic payment being deducted.
  Ziply Fiber advises that it is not necessary to be under contract to receive a promotional discount. We do not require any contractual obligation for residential subscribers.
  Ziply Fiber records show that **************** has been provisioned and billed for the 500M data plan since July 2019. No bill credit is warranted as the charges have been accurate for the service tier she is subscribed to.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ******* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

• Initial Complaint

  Date:11/05/2022

  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 cancelled my ziply fiber contract with our ziply representative at our APT complex in May 2022 when our lease was up. Since then, I have been billed for $251.41 in which has sent to collections by ziply fiber. The outstanding bill is representing the months following my cancellation in which I no longer lived at the complex. I have been working with the APT complex, ziply fiber rep from the APT complex, as well as ziply fiber customer service several times since July 2022 in attempts to remedy this situation. Attached you can find the text messages directly with the ziply representative. From my records, I am being charged for the months of May, June and July, all of which was after my cancellation. I'm requesting that the $251.41 be refunded and cleared from my credit report as Ziply fibers error.

  Business Response

  Date: 11/09/2022

  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 cancelled her Ziply Fiber contract with a Ziply Fiber representative at her apartment complex in May 2022, when her lease ended.
  ************** states she has been billed $251.41 for services after she requested the service to be cancelled and has been working with the apartment complex and the Ziply Fiber representative from the apartment complex to resolve the billing issues.
  ************** states she is being charges for **** June and July 2022, all of which were billed after her cancellation request.
  ************** is requesting the $251.41 to be refunded and her credit report cleared due to Ziply Fiber errors.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber has no request to cancel the service in ****records do show the service was disconnected on 07/14/22.
  Ziply Fiber has received notification from the property manager that ************** moved out on 06/11/22 therefore the services would have billed through 07/04/22 per Ziply Fiber terms of service on each monthly statement that advise the internet service bills through the end of the bill cycle and no prorated credit is provided. 
  Ziply Fiber in this instance did credit the current charges billed on the 07/05/22 bill statement of $88.51.  However, the prior charges would have been for services from 05/05/22 through the end of cycle billing of 07/04/22 in the amount of $162.90 these are valid charges owing to Ziply Fiber.
  Ziply Fiber advises once the $162.90 is paid the credit report will be updated as paid in full.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

  Customer Answer

  Date: 11/10/2022

   
  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 since paid the $162.90 total. Please reflect that this was paid in full on my credit records. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/01/2022

  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.

  september till october for internet that was discontinued by them i paid bill and told them i wanted disconnected if they had to charege me to reconnect Not only did they charge a reconnect they charged from that moment on I just got off the phone with ziply and asked to end our contract my internet is still on

  Business Response

  Date: 11/08/2022

  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 the September through October internet was discontinued by Ziply Fiber. 
  ************ states he was advised he would not get credit for his time without service. 
  ************ states he advised Ziply Fiber that he wanted to disconnect service if he was charged to reconnect. 
  ************ states not only was he charged to reconnect and for his service, his interne tis still on. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show Mr. ***** internet services were suspended on 10/3/21 for a past due balance of $97.47, which was the balance due on the 8/22/22 bill statement and did not include the current charges owing for the 9/22/22 bill statement. 
  Ziply Fiber records show a payment was received in the amount of $100.00 on 10/18/22 covering the past due charges from August and the service was restored.  
  Ziply fiber did provide prorated credits of $36.56 for the time the service was suspended on the 10/22/22 bill statement.  
  The 10/22/22 bill balance of $130.08 reflects the remaining past due charges of $40.50 for the partial ***************** charges and the current October bill charges of $89.58 which include a late fee and reconnection fee.
  Ziply Fiber records do not show a disconnect order was placed on the account which is why the service is still working.
  Ziply Fiber contacted ************ and went over the billing and agreed to provide a courtesy credit for the late fee and reconnect fee on the October bill statement leaving a balance owing of $110.09 due 11/9/22. ************ agreed to keep the service. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ************ has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

• Initial Complaint

  Date:10/31/2022

  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 canceled my services with them on 10/8/22. I still had a status still in service. I called again and got told that I would be charged from 10/8/22-11/8/22. I told them Im not paying for services that I am not using and receiving. They agreed that I wouldnt have to pay and ensured that my service was disconnected. 10/27/22 they pulled $90 out of my bank. I did not have the funds for the whole $90. I had 4 over draft fees on my account totaling to $132. I requested for my money to be sent back to my account. And the fees for the overdraft fees that would not have been there if they didnt pull funds from my account. I would like $222 refunded to me. They have already taken enough of my money with the extender fees.

  Business Response

  Date: 11/09/2022

  Ziply Fiber
  
  Thank you for referring the complaint of ************************* to our office for review.  We appreciate ************** bringing this matter to our attention.
  
  The Complaint states that:
  ************** was billed for services after she cancelled her account.
  ************** was billed NSF fees due to the Ziply Fiber auto pay pulling the payment after the account was closed.
  ****************** would like a refund of $222.
  
  Ziply has investigated the above statements and offers the following response: 
  
  Ziply Fiber advises that ************** accrue any new charges after the disconnection date of 10/8/22.
  Ziply Fiber advises that the 10/8/22 statement advised the auto payment was pending and could be viewed by logging in at ziplyfiber.com. Records show that pending payment was not cancelled and was automatically paid as normal.
  Ziply Fiber advises that because ************** cancelled her account on the same day the 10/8/22 bill populated, we have refunded the 10/27/22 payment of $90. The adjustment reflected on the 11/8/22 statement and will be refunded in ***** days.
  
  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: 11/09/2022

   
  Complaint: 18339585
  
  I am rejecting this response because:I was told by the *** that there would be NO payments out of my account 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/18/2022

  Thank you for referring the additional concerns of ************************* to our office for review.
  
  The additional concerns state:
  ************** was advised that no additional Ziply Fiber payment would be deducted from her bank account after she closed her account.
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  As previously advised ************** cancelled her account on the same day the 10/8/22 bill populated so the payment was already pending. ************** would have had to log into her online profile to cancel that payment.
  Ziply Fiber apologizes if ************** was incorrectly advised about the pending payment. Agent coaching will be provided accordingly.
  
  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:10/29/2022

  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 Fibre, great internet service, but absolutely horrible billing!for three months I've tried to get my billing issue resolved, but keeps getting added to next months bill,now its $212.00 / month, ( which is way beyond the beginning price of $70.00 / month). my last call:if its not corrected by next month then, I am forced to leave and cancel service if possible, change bank account numbers, and warn others NOT to get internet service from ziply fibre!

  Business Response

  Date: 11/08/2022

  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 hes tried to get his billing issues with Ziply Fiber resolved for the past 3 months but it keeps getting added to the next month bill. 
  ************** states his bill is now $212.00, which is way beyond the beginning price of $70.00 per month. 
  ************** states if the billing issue is not resolved he will cancel service. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ************** established service on 5/26/22 and received a $60.00 credit toward his first month of internet service and free installation. The monthly rate going forward was $60.00 for his GIG internet and a $10.00 router fee plus taxes and fees. Account records show ************** incurred additional late payment fees in June and July because his bill was not paid in full by the due date. 
  Ziply Fiber records show ************** made a payment of $179.54 on 8/18/22 which was the balance owing on the 7/26/22 bill statement and he made an additional payment of $171.94 on 8/19/22. Both payments totaling $351.48 were posted to his account and reflected on the 8/26/22 bill statement leaving a credit balance forward of $179.54. 
  Ziply Fiber advises the credit balance of $179.54 paid the current charges on the August bill leaving a credit balance forward of $99.55 that paid the current charges on the September bill leaving a credit balance forward of $29.55 on the October bill. 
  Account records show an audit on 10/26/22 found the payment of $171.94 was actually cancelled by ************** so should not have reflected on the bill as paid. This payment was debited back on the October bill statement to correct the account. 
  **************** October bill statement in the amount of $212.39 is correct as it includes the debit for the cancelled payment and current charges. 
  ************** is signed up for auto pay and the full balance of $212.39 was paid on 10/31/22 bringing the account current. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

• Initial Complaint

  Date:10/28/2022

  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.

  Disconnected services on 10/4/22. Was told no pro-rate, I demanded credit as I'm not paying for 3 weeks of services I'm not using. I was told during the first phone call on 10/3/22 that since I "escalated" the call that I would be able to get the credit. Credit never showed up called again about a week later and was told that they couldn't see the pro-rate but it should be there. Received bill today for remaining amount of $40.26 which is supposed to be the complete credit. Called in again today 10/28/22 and have been hung up on multiple times and have been jerked around and tried to speak with supervisors who disconnected multiple calls when I ask for the credit I'm due. I want the money that I was promised by Ziply Fiber, I will not pay for services that were disconnected. I paid for services from 9/24/22-10/4/22, that's it. I'm not paying for services that were not used from 10/4/22-10/24/22. I want the money that I was told would be credited to my account and the account closed out properly.

  Business Response

  Date: 11/04/2022

  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 disconnected her Ziply Fiber services on 10/04/22 and was advised there is no prorated credit and is demanding credit for the 3 weeks of service she did not use.
  ************** advised she escalated the prorated issue on 10/03/22 further stating she was advised they would be able to approve the credit.
  ************** then received the bill in the amount of $40.26 which she states should have been credited.
  ************** states she paid for the service from 09/24/22 through 10/04/22 and will not pay anything further
  ************** states she contacted Ziply Fiber on 10/28/22 and was hung up on multiple times.  Further stating she wants the account credited and closed out.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber record show ************** account was disconnected 10/04/22.  Per Ziply Fibers terms of service which is located on each statement the internet service bills till the end of the billing cycle and no prorated credit is provided.
  Ziply Fiber has no records of a credit request on 10/03/22.
  Ziply Fibers records show the 10/25/22 statement generated with a due date of 11/18/22.  These charges are from the previous bill of $63.26 minus a payment of $23.00 left the balance of $40.26.
  Ziply Fiber records show a payment posted of $23.00 on 10/17/22 which covered services from 09/25/22 through 10/04/22
  Ziply Fiber records show on 10/28/22 a credit was issued in the amount of $42.00 causing a credit balance of $1.74.  The account has been corrected and now has a zero balance, this will reflect on the 11/25/22 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:10/27/2022

  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.

  Ziply Fiber has wronfully sent me to collections. The first attempt to over charge me was when they attempted to charge me for not delivering the equipment without the ability to ship the equipment, they were to email me a shipping label and never did. When they tried to charge me for it I called them and they were supposed to reverse thae charge and this time they did send me the shipping label. They still did not reverse the charge though and attempted to over charge me again which resulted in my bank account being over drawn. I contacted them which they reimbursed me and assured me the charges would be clear. Yesterday I recieved a call attempting to collect a debt from a collection agency stating that Ziply had sent my bill there. Today I finally recieved the bill stating I still owed which took a month to reach me because they failed to update my addrtess after each time I called.

  Business Response

  Date: 11/08/2022

  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 was wrongfully sent to collections
  ************** states she was charged for equipment, did not receive a shipping label and was advised it would be reversed
  ************** states Ziply Fiber attempted a payment from her bank which resulted in her account being overdrawn
  ************** states Ziply Fiber did not update her billing address causing a delay in receiving a statement
  ************** states she received a call from a outside collection agency attempting to collect a debit further stating she would like the account adjusted and a correction made to her credit report
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber records show the charges owing are for services from 06/23/22 through 07/22/22 due to end of cycle billing which is outlined under the terms of service located on each monthly statement.
  Ziply Fiber records show the equipment was removed or checked in on 08/04/22 therefore there was no billing for equipment
  Ziply Fiber records show 2 payments returned from ************** bank resulting in $15 return check fees, the first one was paid however the 2nd one was not paid and still owing to Ziply Fiber of $96.83 plus the $15 return charge fee.  Ziply Fiber review of the account did locate an error and has credited this in the amount of $4.24 bring the balance owing to Ziply Fiber to $107.59
  Ziply Fiber records show the last bill mailed was generated on 09/23/22 after this time no additional bills will be generated.
  Ziply Fiber records show the balance owing of $107.59 is valid.  This is due to a returned check for the services from 06/23/22 through 07/22/22 which is end of cycle billing per Ziply Fibers terms of service.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18320425
  
  I am rejecting this response because:I was told on the phone that I no longer owed ANYTHING the last two time I spoke to someone. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/18/2022

  Thank you for referring the additional concerns  of ********************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The Rebuttal states:
  ************** states she was advised she no longer owed anything the last two times she spoke with a Ziply Fiber representative.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises the last phone calls were on 07/26/22 the payment was made 08/14/22 and returned from the bank on 08/17/22 therefore the charges remain unpaid and are valid owing to Ziply Fiber.
  As previously advised:  Ziply Fiber records show the balance owing of $107.59 is valid due to a returned check for the services from 06/23/22 through 07/22/22 due to end of cycle billing.
  
  
  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: 12/01/2022

   
  Complaint: 18320425
  
  I am rejecting this response because:
  Not only was I told on the phone it was resolved nor did they disclose I had a balance after calling to discuss, you FAILED, to update my address so that I could receive the notice stating I would be sent to collections in a timely manner after I told your customer service team my new address both times. Because I was not given the notice in a timely manner to be able to discuss the charges due to your system or customer service error, I was wrongly sent. I am a single parent who does Not have time for your system errors and failure to update my moving address which prevented me from discussing the charges in the first place nor do I wish to argue with you. The charge back would not have happened in the first place if I was given accurate information. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/26/2022

  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 cancelled internet service on 8/28/2022. I should have received a credit but instead I was then charged $40 on 9/24/22 for another cycle but they applied a credit for $36.13 on this bill (the credit which I was supposed to receive for cancelling mid-cycle but instead applied it to a bill for service I no longer had). I called and cancelled that bill and ensured I was done with Ziply. Now on 10/26/22 I have a bill for $3.87. I called and they said the best they can do is send me a debit gift card but it will take ***** days. Very shady practice and if I wasnt paying extremely close attention they would have taken $40 more and continued charging me even after I cancelled twice now. I bet Ill get charged next month too another $40. This cant be legal and needs to be fixed for everyone. I also bet Ill never receive a gift card (which was the only option, no credit card refund option at all).

  Business Response

  Date: 11/03/2022

  Thank you for referring the complaint of *********************** to our office for review. We appreciate **************** bringing this matter to our attention.
  
  The complaints states:
  **************** states he cancelled his internet service on 08/28/22 therefore should have received a credit.
  **************** states he was then charged $40 on 09/24/22, then received a credit of $36.13 leaving a balance owing of $3.87
  **************** states on 10/26/22 he received a bill for $3.87 and when contacted Ziply Fiber was advised he would receive a debit card in ***** days
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber record show the payment posted on 09/19/22 was for services from 08/24/22 through 09/23/22 in accordance with the terms of service which detail internet service will be billed through the end of the billing cycle with no prorates.  This information is located on each monthly bill statement.
  Ziply Fiber record show the service was disconnected on 08/29/22 and the bill generated prior to the services being disconnected (08/24/22), therefore the $40 would be a valid charge.  On 08/26/22 a partial credit of $36.13 was provided in this instance which would leave a balance owing of $3.87 this would be for services from 08/24/22 through the disconnect date of 08/29/22.  ******** then reversed the $40 payment therefore would owe the $40 balance to Ziply Fiber; however, this was credited in this instance on 10/26/22 bringing the account down to a credit balance of $36.13, Ziply Fiber has debited this since it is an invalid credit and the account balance is now zero, this will reflect on the 11/24/22 statement.
  Ziply Fiber records show **************** had a debit of $3.87 which is charges billing for services from 08/24/22 through the disconnect date of 08/29/22. However, with the bank reversal of the $40 payment and the $40 credit applied to the account this caused an over credit of $36.13 on the account instead of the prorated service charge of $3.87.  In this instance Ziply Fiber has debited the over credit and in this instance also credited the balance of $3.87 owing.  The account balance is now zero which will reflect on the 11/24/22 statement.  No additional credit/refund will be provided.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that **************** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

• Initial Complaint

  Date:10/21/2022

  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 signed up for a $60 promotion. My first month; I was charged $136, I had to call in and spend close to an hour to resolve as the agent had to figure it out. Then the following month a $168.90 charge, again, not the $60 dollar promotion. So it was resolved down to $73, and I sent the equipment back which they indicated was making the bill $13 more. Then, the following month, the bill was at $69.75 despite the equipment being returned (which was free for 30 days anyway and the service installer left it - just in case). I never even opened it and sent it back with the provided label. Then the following month, the payment was $*****. I was tired of dealing with them on the phone and let it go, but the following month it was $138 again! I called in and they adjusted it and in the end, I paid $69. I called to cancel on the day I made my last payment and was told that they are a subscriber service and so I was into the next month I would have to pay in full for the month. I explained that is why I'm canceling as continuous overcharges. She looked at the account and check with her "team lead," who authorized a pro-rated, 3-day payment that would be less than $10- although she couldn't take payment and told me the online account would reflect that. However, it didn't and still showed several days later when I got an emailed bill for, wait for it... $***** again! So, I was on the phone for another hour of my life and transferred from Ceearon to Charisma. ******** at first said that is not the policy and I would need to pay the $83. I insisted he read the notes, and he did. He came back and apologized and said "the notes were a mess, but I found where a prorated amount was promised and I will now be able to credit the ***** to close your account." I took a screenshot and asked for an email, which he said he could not send. He said, "Don't worry, it is credited and your account is closed on my end." I said, I'm sure I will get another call and email for $83, later it was so.

  Business Response

  Date: 11/04/2022

  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 a $60.00 promotion but was billed $136.00 instead and spent an hour trying to resolve the billing issue.
  ************ states the following month he received a bill in the amount of $168.90 which was adjusted down to $73.00. 
  ************ states he sent the equipment back since he was not using it as it was indicated that was making the bill an additional $13.00 but advises the following bill was $69.75 despite returning the equipment. 
  ************ states the following month the bill was $83.00 then $138.00, he called in to have it adjusted to $69.00.
  ************ states he cancelled service due to the continuous billing errors and was advised he was into the next bill period however due to the issues he experienced was offered prorated credit but received another bill for $83.00.
  ************ states after calling in again he was advised the $83.00 would be credited. 
  ************ wants to make sure the account is cancelled, and no balance is owed. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ************ established service on 5/16/22, the initial month of service from 5/16/22-6/15/22 was free of charge and no bill generated. The 6/16/22 bill statement totaled $60.00 with no fee for the router. 
  The 7/16/22 bill statement totaled $136.00. This included the past due of $60.00 for **** and current charges of $66.00 which included $60.00 for the internet service, $3.00 for the paper statement fee and $3.00 for the payment processing fee due to ************ was not set up for paperless billing or auto pay which are required components of his package.  The router was free of charge as part of a promotion. The billed amount of $136.00 was for two months of service and included a late fee due to no payment was received in ****.  
  Ziply Fiber records show ************ should have received two free months of service as part of the promotion at the time he established service. ************ was provided the additional month of service credit totaling $76.00 for the **** $60.00 internet charges, the service fees and late fees in July. The 8/16/22 bill statement totaled $168.90 which reflected the past due balance of $60.00 for the July bill charges and new charges of $108.90. These new charges were higher as they included the internet at the standard instead of promotional rate, the auto pay fee, router fee and Wi-Fi extender charge as well as a late payment fee. 
  Ziply Fiber records show the router fee and Wi-Fi extenders were removed from the account on 8/22/22 and service credit was provided for the service overage and late charges.  
  Ziply fiber did receive ************** $60.00 July payment on 8/23/22 and a $73.00 payment for the August charges on 9/6/22, both payments totaling $133.00 posted to the September bill.
  Ziply Fiber records show the 9/16/22 bill in the amount of $69.75 included the current charges of $83.00 for the internet at the standard rate and auto pay fee less the credits previously provided. This was paid in full by ************ however additional review shows Ziply Fiber owes ************ an additional $20.00 credit adjustment for the incorrect internet rate in September. 
  Account records show the account was disconnected on 10/19/22 after the 10/16/22 bill had already generated in the amount of $83.00. This final bill balance was credited in full, and ************ has a current credit balance of $20.11 which will be refunded in 2-3 months via a prepaid MasterCard. 
  
  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