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:03/22/2025

  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 2/14/25 I paid my past due balance of $126 and was assured at that time my service would be turned back on and that all fees including reconnect fees have been taken care of and my next bill will only be my normal $30. I signed up for autopay. But on 3/21/25 I was charged *****. I was told it was a reconnect fee. We'll after explaining it to the *** she agreed I had been overcharged and said my money will go back to my bank. I called today and they said they can only give me a credit. That's bs..they illegally took more money from my bank account and I want it back now.

  Business Response

  Date: 03/28/2025

  Thank you for referring the complaint of ****** ****** to our office for review.  We appreciate Ms. ****** bringing this matter to our attention.
  
  The complaint states:
  Ms. ****** states on 02/14/25 she paid the past due balance of $126.00 and was assured the serve would be turned back on from Ziply Fiber.
  Ms. ****** states she was advised that all fees including the reconnection fee would be credited, and the next bill would be the normal $30.00. Ms. ****** states she also signed up for auto pay.
  Ms. ****** states the 03/21/25 statement was charged $39.99, she contacted Ziply Fiber and was advised the money would go back to her bank. When ************** called back in to Ziply Fiber she was then advised that the credit is applied to her account.
  
  
  ********************** has investigated the above statements and offers the following response:
  Ziply Fiber records show the service was suspended on 02/13/25. Once the payment posted, Ziply Fibers system does then place the restoral order. Restoral of services can take up to 24 hours.
  Ziply Fiber records advises the reconnection charge of $9.99 appears on the 02/25/25 statement, page 3. The reconnection credit also appears on this same statement but on page 1. An additional credit was provided for 3 late fees of $12.00 = $30.00.  The total credit on this statement is on page 1 which reflects the $9.99 and $30.00 credit for a total of $45.00. Due to the way the credits post to the account, they reflect toward the past due balance. The current balance of $39.99 would be valid, however an additional credit was provided for the reconnection charge after the 02/25/25 statement generated so the additional credit does reflect on the 03/25/25 statement on page 1. If the following bill prints with a credit balance and is more than 5 days from the bill cycle then a refund request can be placed, which does take 5 to 7 business days from when the request is reviewed.
  Ziply Fiber advises in this instance Ms. ****** did not have a credit balance statement.
  
  We trust 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:03/05/2025

  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.

  My father in law received no bills for 2 or 3 months and had his ziply service shut off. I called and payed the balance and restored the service. We then transferred the service to my name. Since then, they shut off the long distance service in error, which required several calls to their customer service/tech support to resolve. As we upgraded to fiber in the last month, they removed our existing phone number and weve spent hours on the phone trying to restore the phone number that has been in service for well over 20 years. The customer service is atrocious and they seem to not understand the issue whenever i speak with them. They say that well get the number back, but Im unsure if they can get anything corrected through their customer service.

  Customer Answer

  Date: 03/06/2025

  Dear BBB,

  my issue with ziply fiber has been resolved.  A technician came to my house today and was able to coordinate the resolutions.  Fortunately for me, he did come to the house, because what his work ticket said was not nearly correct.  While I am satisfied with the outcome, I am still disappointed with the lack of effective customer service with **********************.

   

  Thank you

  **** ****

• Initial Complaint

  Date:02/25/2025

  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.

  Hello, I have been a Ziply Fiber Internet customer since May 2021. On 2/18, around 1 PM, we experienced an internet outage. I contacted Ziply Fiber, and they promptly scheduled a repair appointment for the following day, 2/19. However, later that same day, they canceled the appointment, citing a widespread outage that they were working to resolve. For the next three days without internet, I repeatedly reached out to Ziply customer support, only to receive the same response about a widespread outage. Then, on 2/21, a Ziply service engineer visited our home and, after inspecting the issue, determined that the problem was with the main connection on our street. He mentioned that another team of service engineers would need to fix it before our service could be restored. Since then, I have continued to call customer support, but I keep getting the same responsethey have no estimated time for resolution and are working on it. Now, on the 8th day of the outage, I am writing this complaint because Ziply has not proactively reached out or made any effort to resolve the issue. Each time I contact them, they repeat the same response, and they have not offered any refund or credit for the prolonged disruption. I am feeling helpless and reaching out to you in hopes of finding a resolution with the company.

  Business Response

  Date: 03/03/2025

  Thank you for referring the complaint of ******* ***** to our office for review.  We appreciate Mr. ***** bringing this matter to our attention.
  
  The complaint states:
  Mr. ***** states on February 18, 2025 around 1pm he experienced an internet outage.  Mr. ***** contacted Ziply Fiber and was provided an appointment for the following day, however he received notification the appointment had been cancelled, advising its a widespread outage and is being worked to resolve it.
  Mr. ***** states on February 21, 2025 a service engineer visited him from Ziply Fiber and inspected the issue and determined the problem was with the main connection on his street.  The engineer explained that another team would need to fix this before the service could be restored.
  Mr. ***** states when he called in the customer support, he was advised the same response, no estimated time for resolution and Ziply Fiber is working on it.
  Mr. ***** states he has now been out of service for 8 days, he is receiving the same response yet has not been offered a credit for the prolonged disruption.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises the repair ticket was created on February 18, 2025, and advises this was an area outage.  The repair ticket was closed and referred to Engineering for resolution.
  Ziply Fiber advises due to the extensive damage, a permit was needed before Ziply Fiber could begin to start the repairs.
  Ziply Fiber apologizes for the frustration, however until the permit was approved and Ziply Fiber could assess the full damage, no estimated time of repair would be available.
  Ziply Fiber advises all the damage had been repaired and the service was restored March 1, 2025 in the evening. Construction did make contact with the Ghosh family and verified service has fully been restored.
  Ziply Fiber has provided a time out of service credit for 12 days, this credit will reflect on the March 5, 2025 bill statement.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

• Initial Complaint

  Date:02/21/2025

  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.

  ZiplyFiber has failed to send me my monthly paper billing for the last 3 months on time, but sends me a paper letter later saying I owe twice as much + a $12 Late Fee.I have contacted ZiplyFiber 3 times (1/19/2025, 2/4/2025, & 2/21/2025) through their Chat on their site & have been told each time it will be fixed & I would be receiving my monthly paper billing in the mail.I still have not received any paper ******** on time.The last time (2/21/2025) I received an e-mail saying I owe "$172.24". My actual monthly billing is $84.00.The first time I called them this year (2025), while waiting for a **************** **** they had a recording saying a lot of their customers were not getting return envelops to send in their payment (among other issues).ZiplyFiber also has told me at the beginning of this year (2025) that they have a 'new system' that they are having issues with.The last time I contacted them through Chat (2/21/2025), they said "our back end team is really working hard to send the bills on time. As we are into a new system and there are many customers this is taking much longer time than it should".Then ZiplyFiber's **************** *** tells me "we do not have access to send you the paper bills".I'm not going to keep wasting time contacting ZiplyFiber to have my Paper Billing sent to me On Time, AND, have them correct this Double Billing + invalid Late Fee.If ZiplyFiber wants to be paid on time, they need to send me a Monthly Paper Billing ON TIME so that I can send in the payment before the Due Date.This better not negatively affect my perfect credit rating.

  Business Response

  Date: 02/25/2025

  February 24, 2025
  
  Thank you for referring the complaint of **** ******* to our office for review. We appreciate Mr. ******* bringing this matter to our attention.
  
  The Complaint states that:
  Mr. ******* states he has not received his Ziply Fiber paper statement for three (3) months. 
  Mr. ******* states he has been billed late payment fees as a result of the missing statements and wants credit for those.
  Mr. ******* states he wants his paper bill mailed to him on-time.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advised that a batch processing error caused Mr. ******** billing statement to not be mailed as expected. This issue has since been resolved.
  Ziply Fiber advises all late fees associated with the missing statements have been removed.
  Ziply Fiber records show that Mr. ******** paper statements are mailed via **** on the 13th of each month. Please allow at least 10 days to receive it. Additionally, Mr. ******* can view a statement copy through the customer portal at **************************. The bills are viewable the day after the bill cycles.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Mr. ******* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 02/25/2025

   
  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.

  But want to add that I want to wait on closing this complaint until I receive the actual Paper Billing.
  
  Also, ZiplyFiber said "paper statements are mailed via **** on the 13th of each month. Please allow at least 10 days to receive it.".

  That would be the 23rd of each month.

  Currently, today is the 25th of February 2025 & I have not received a Paper Billing this month.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:02/19/2025

  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.

  Coordinated with Ziply to add services in late June, early July of 2024. They set an installation date of 7/5 and had crews out. A few weeks later a few trees along our driveway started to lean. By 8/6 we had a crew out to stake up the trees and they indicated to us that someone had cut the root system of all the trees. We instantly knew it was Ziply, but we ate the cost ($800) and just wanted to save our trees. 2/6/25 and we get snow and the unstaked trees fall into the neighbors driveway. Another tree service was called and they say the trees can't be salvaged, and all 26 have to go ($2200). I called ziply and was told they don't have a local number for the regional manager, but they will send an urgent message and I will hear from the manager in ***** hours, because the call center people can't help me. 2/6 - initial call. told email was sent and I would hear in ***** hours from local manager 2/10 - no call back from Ziply so I called them. Was told I'd hear in ***** hours from local manager. another email supposedly sent. 2/12 - no call back from Ziply so I called them. was told I'd hear back this time in 24 hours and they escalated the email to the local manager. 2/13 - No call back w/in 24 hours. Was told after I talked to a supervisor she would escalate another email to the local manager and she personally call me back 2/14 at 10 am. 2/14 @ 10:36 am- call center call back. No resolution. Local mgr aware and would call me w/in ***** hours. 2/19 - called ziply again. Still no call as promised since 2/6 to speak to the local manager. was told to "keep my line open." the local manager is working on it and I should hear within ***** hours. This is RIDICULOUS to say the least. Money aside, what kind of customer service is this where I call a call center and they can't even give me the number to the local guy who hasn't called me back since 2/6? Not sharing photos/docs until I hear from the local manager so they aren't shared with him.

  Business Response

  Date: 02/28/2025

  Thank you for referring the complaint of ***** ****** to our office for review.  We appreciate Ms. ****** bringing this matter to our attention.
  
  The complaint states:
  Ms. ****** states in late June, early July 2024 they set an installation for 07/05/24. A few weeks later a few of their trees along our driveway started to lean. On 08/06/24 they had a company come out and stake up their trees, in which they indicated that someone had cut the root system of all the trees. Further stating this was a cost of $800, she states she knew instantly that Ziply Fiber that had damaged the trees.
  Ms. ****** states by 02/06/25 the snow and ice caused the unstaked trees to fall into the neighbors driveway. Further stating she contacted another tree service and was advised all 26 trees could not be salvage and needed to be removed at a cost of $2200.
  Ms. ****** states she contacted Ziply Fiber and was advised she would received a call back within ***** hours from the local manager on 02/06/25, 02/12/25, 02/13/25, 02/14/25 and 02/19/25 however did not receive a call back.
  Ms. ****** would like a refund.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises 2 days after the initial work was completed, our contractor Pacific cable went back out and fixed the irrigation pipe. Pacific cable advised the drop that was placed is between the driveway and the irrigation pipe far from the base of the trees and had to be hand dug due to the location between the driveway and the irrigation pipe.
  Ziply Fiber had been advised by Pacific cable that the trees were removed by the customer before Pacific cable could examine the situation. At the time Pacific cable had not received any return calls from *** and Mrs. ****** and there is no proof that the damage was caused by Pacific cable. Further advising there has been several big wind storms, along with some snow and ice.
  Ziply Fiber advises the local manager was not made aware of this situation until 02/25/25 however at the time the Pacific cable had already been advised of the situation and reached out to the ******.
  Ziply Fiber advises after reviewing all the information, there is no clear evidence that the damage was done by Ziply Fiber/Pacific cable and no refund is warranted.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

  Customer Answer

  Date: 03/07/2025

  I am writing in response to Ziplys reply to BBB Case ID ********, particularly their recent communication regarding the property damage caused by Ziplys contractor, Pacific Cable.

  Ziplys response outlines the dates I contacted the company, including that I was promised a callback within ***** hours. However, I also contacted Ziply on February 10, 2025, and received a voicemail from ***** ****-****** on February 25, 2025, followed by a follow-up email on February 26, 2025, to which both my husband and I responded. During this time, we provided pictures and invoices detailing the damage.

  My husband clarified in his email to ***** ****-****** that the fiber line was not hand-dug, as Ziply claimed, but rather, a trenching machine was used. A week after the installation, we had to have the crew return to repair the sprinkler line and heads, which had been damaged by their work. ***** requested "proof" that their hand-digging caused the damage, yet Ziplys response admits that Pacific Cable had to return and fix the irrigation pipe. If the digging was as careful as ***** insists, why was a return visit necessary? This contradiction undermines their claim that no damage was done.

  Furthermore, if Ziply admits to damaging the sprinkler system, its unreasonable to ignore the possibility that the tree roots may have been similarly damaged by the same work. My husbands email to ***** specifically addressed that the initial work involved trenching, not hand-digging.

  Ziply's response to the BBB also states that Pacific Cable was told the trees were removed by us before they could assess the situation. However, there were no calls from Pacific Cable or Ziply prior to Robins outreach, and we have no record of any such communications. We attempted to contact Ziply multiple times, as outlined in the original complaint, but received no response. This failure in communication is a Ziply issue, not a customer one.

  Finally, *********************** statement that "no clear evidence" exists to link the damage to their contractors actions is both dismissive and insufficient. The fact that they admitted to damaging the irrigation line is clear evidence that their work caused harm on our property. We are not requesting compensation for the full replacement of the damaged trees, only a refund for the damages caused by Ziply and its contractor.

  Ziply Fibers defiant refusal to take responsibility reflects poorly on their business practices and customer relations. While ********************** considers this matter closed, we do not. We expect Ziply to be accountable for the actions of their contractors, as we, the customers, should not bear the consequences of their negligence.

  Thank you, 

  ***** ******

  Business Response

  Date: 03/20/2025

  Thank you for referring the additional concerns from ***** ****** to our office for review.  We appreciate Ms. ****** bringing this matter to our attention.
  
  The rebuttal states:
  Ms. ****** states she was promised a call back within ***** hours, further stating she contacted Ziply Fiber on 02/10/25, further stating  Ziply Fiber did reach out on 02/25/25 and both her and her husband did respond with follow up emails on 02/26/25 providing pictures and invoices detailing the damage.
  Ms. ****** states they have no records of calls received by Ziply Fiber or Pacific Cable prior to 02/25/25.
  Ms. ****** advised the Fiber line was not hand dug as Ziply Fiber claims but rather with a trenching machine. Further advising a week after the installation, a crew was sent back out to repair the sprinkler line and heads, which had been damaged by Ziply Fibers contractor.
  Ms. ****** states that Pacific Cable was told the trees were removed, prior to the situation therefore could not be assessed.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber records show Ms. ****** first made contact on 02/06/25 and 02/10/25 regarding the trees. Ms. ****** had not received a call back as advised, notations state this was escalated to the local manager for a call back within ***** hours. However, the local manager was not notified, and records do not state who was emailed. Ziply Fiber did reach out to Ms. ****** by phone on 02/25/25 and followed up by an email the following day (02/26/25). Both *** and Mrs. ****** provided responses to Ziply Fibers email providing pictures and 2 proposals.
  Ziply Fiber was advised ************* attempted to reach the ******, leaving a direct contact number on the voicemail, additionally the administrator had reached out to the ****** the week prior. On 02/21/25 Ziply Fiber was advised no one had heard back from the ******.
  Ziply Fiber advises the damage to the irrigation line was repaired by hand digging, due to the location between the driveway and the irrigation pipe. The sprinkler was repaired as well. Ziply Fiber was advised when the crew left everything was good. The contactor advised they spoke to the ******, who advised over the phone that all was fixed. Ziply Fiber contactor advises that the ****** have had several landscapers working out there.
  As previously advised Ziply Fiber has been advised by Pacific cable that the trees were removed prior to being examine the situation.  Also there has been several big windstorms, along with some snow and ice.
  As previously advised, after reviewing all the information, there is no clear evidence that the damage was done by Ziply Fiber/Pacific cable, and no refund is warranted.
  
  Ziply Fiber We trust this information will assist in closing this complaint.  We apologize for any inconvenience that *** and Mrs. ****** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations
  

• Initial Complaint

  Date:02/18/2025

  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.

  Recently Ziply fiber started charging $10.00 a month for a "processing fee". Up from $5.00 a month. I find this price relatively high compared to what other companies charge. These fees typically range from a few dollars to a maximum of $5.00 a month. I have reached out to Ziply, only to get a response that I knew I would get, they gave me a lot of reasons why, but no offer of bringing back to a reasonable figure. I have absolutely no issue paying $5.00 a month. They tell me if I switch to autopay, they will waive the $10.00 fee. I feel like they are bullying me to switch to autopay. I have been a customer for a number of years now, and when I signed up with Ziply, autopay was not required. It's still not required, but it's ridiculous to have to pay extra, just to pay my bill. But as I said earlier, I have no problem paying a reasonable fee.

  Business Response

  Date: 02/26/2025

  Ziply Fiber
  
  Thank you for referring the complaint of **** ******* to our office for review.  We appreciate Mr.******* bringing this matter to our attention.
  
  According to the complaint:
  Mr. ******* states that Ziply Fiber raised the monthly payment processing fee to $10.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises that the fee to opt-out of automatic payments is valid and associated with the data service. Once enrolled in the Ziply Fiber automatic payments, that fee would be removed.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. ******* has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:02/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The install was not good. They put a box on the side of the house but left the wires that belong inside of it just hanging outside of it. We have had two connection issues in the 3 months we have had it already. This last one no one is willing to come to our house for 10days! So we have been out of service on internet until they come to our house! This is unacceptable. Also the only customer service I can speak to is in *****. All they tell me over the phone is sorry youll have to wait.

  Business Response

  Date: 02/24/2025

  Ziply Fiber
  
  Thank you for referring the complaint of ***** ******* to our office for review. We appreciate Ms. ******* bringing this matter to our attention.
  
  According to the complaint:
  Ms. ******* states that her Ziply Fiber service installation was not done well and there are wires hanging outside the box.
  Ms. ******* states that she has experienced service issues several times since the data installation and was told a technician cannot be dispatched for ten (10) days.
  Ms. ******* states that when calling in to Ziply Fiber, she can only speak to agents in *****.
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber apologizes if the service installation was below standard. We have revisited the site and made the necessary changes to resolve.
  Ziply Fiber records show Ms. ******* reported a service outage on 2/14/25 and a technician resolved the issue on 2/19/25.
  Ziply Fiber advises that when calling in to our customer service, the customer may request a transfer to a US based agent.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:02/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm on auto.atic pay with ziply, my bill is around 90 a month november and december I was double charges, saying I had a carry over balance. (Remeber I'm automatic full pay) in ******** I had 3 payment withdrawn $83, $83 and $124 all within days along with late fees..(I'm on automatic pay) I called and they corrected it..fast forward to today my paper statements says -15 (because they fixed the late fee) due Feb 27th today the 7th I was charged 227.... this money being withdrawn affects my other bills and their potential late fees, I talked to them and they escalated the issue and have no idea why I was charged again.... and not even close to the correct amount or date again they told me someone was going to call me back.....maybe today maybe next week........

  Business Response

  Date: 02/25/2025

  Ziply Fiber
  
  Thank you for referring the complaint of ****** **** to our office for review.  We appreciate Ms. **** bringing this matter to our attention.
  
  According to the complaint:
  Ms. **** states that Ziply Fiber has over billed her for several months.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber account records show that payments of $124.02, $83.00, $44.02 and $161.46 have been refunded back to Ms. ***** original payment method.
  
  We trust that this information will assist you 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:02/07/2025

  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 have had an ongoing nightmare with the bills from ZIPLY FIBER for 3 months ,I am being double billed with them telling me I missed a payment ? I recently mailed a payment to them on Jan 21 ***** to the **********,**** location---as of today Feb 7***** they don't have it yet ? They sent me another bill with the same doubled charge,this bill had no return envelope ? I have heard from an associate of ZIPLY that they are having major billing issues ! I am at wits end trying to get this corrected,the bills continue to come in and confusion never ends. I am unable to explain the details of the billing s**** *** as my trying to understand it is beyond me ! These people just don't seem to be able give true answers to any situation it seems. They have an online "chat" but it never works !

  Business Response

  Date: 02/14/2025

  Thank you for referring the complaint of ***** **** to our office for review.  We appreciate Mr. **** bringing this matter to our attention.
  
  The complaint states:
  Mr. **** states he is has been having trouble with Ziply Fiber bills for 3 months, stating he is being double billed and then advised he is missing payments.
  Mr. **** states he made a payment on 01/21/25 and mailed it to the ************* address, as of 02/07/25 the payment has not posted to his account.
  Mr. **** then received another bill with double charges and no return envelope, has was advised Ziply Fiber is having billing issues and unable to explain the billing to him.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber changed vendors to print and mail bill statements to our customers.  We were able to identify customers whos bills had not been mailed and have now sent the bill statements out via US Mail.  Ziply fiber has also proactively credited any late payment fees associated with the late mailings.   Customer bill statement issues should now be resolved. 
  Ziply Fibers records show the payment that Mr. **** made on 01/21/25 did post on 02/10/25
  Ziply Fiber determined that some customers did not receive a return envelope with the bill statement.  This issue with the return envelopes, is now resolved future bills should arrive on time and with an envelope.
  Ziply Fiber is in contact with Mr. ******************* trust 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:02/04/2025

  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 pay for two Ziply Fiber accounts, With different account numbers, I pay one with a Direct Express card and the other with a **** debit card, Ziply Fiber has paid more on one bill using the wrong card. Then I'm getting past due notices. On the one they made the mistake on. How can two different acct.s with different acct. numbers and me using two different credit cards get so messed up? They need to better business. And half the time our phones don't even work for a week at a time, We don't get any compensation for that. I'm so fed up with Ziply Fiber P.O Box ****** **********************

  Customer Answer

  Date: 04/04/2025

  This has been going on since Nov. Dec. and on going to present, I reported Ziply Fiber to BBB awhile back, and have tried to get this resolved I have talked to two different people, they were going to put a hold on the billing until it was resolved, and nothing has been done the one bill just keeps getting larger now it is up to$430.33 I do not owe them this amount. I sent them a written acct. of the two ******************** and US bank statements showing what I paid, They are at fault and won't fix this problem. So need to get help from BBB. Thank You ***** ******

  Desired Resolution: 

  Store Credit

  
  

  Business Response

  Date: 04/10/2025

  Thank you for referring the complaint of ***** ****** to our office for review.  We appreciate ********* bringing this matter to our attention.
  
  The complaint states:
  Ms. ****** states she pays 2 separate Ziply Fiber accounts, 1 with Direct Express and the other with a **** debit card, using bill matrix.
  Ms. ****** states half the time the phones do not work for a week at a time, further stating she receives no compensation.
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises when using bill matrix to call in and make a one-time payment, the consumer inputs the account number, amount to pay and the payment method. Once the payment has been made a confirmation number is provided. Prior to hanging up by pressing option 2 it allows an additional payment to be made, and the consumer must again go through the prompts which include the account number in which the payment should be applied too.
  Ziply Fiber has been in contact with Ms. ****** in February and provided a billing and payment history,
  Ziply Fiber advises on the account ending in 2822 in the last year there has been a total of 1 reported trouble back on 08/05/25. On the account ending in 4352 there has been 1 report in the last year which was reported on 02/20/25.  Time out of service credit was provided for this, credit reflected on the 03/04/25.
  Ziply Fiber recommends reporting trouble as it occurs this allows us the opportunity to complete any necessary repairs.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations