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:10/19/2022

  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.

  Keep getting Robocalls about Camp La June water claims and other unsIicited calls using local area code prefixes. When I attempt to call back , the number is shown as disconnected. I place them on my call block list and they change them to another number. I have repeatedly placed my phone number on the National Do Not Call Registry to no avail. Washington States AG and Legislators passed laws requiring service providers to stop the calls and to invistigate the perpetrators. It is time for Ziply Fiber to comply.

  Business Response

  Date: 11/01/2022

  November 1, 2022
  
  Thank you for referring the complaint of ******************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  ************** regularly receives unsolicited and robo calls that come from local area codes/prefixes.
  ************** is on the National Do Not Call (DNC) registry but the unsolicited and robo calls continue.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  ************** can report robocalls to Ziply Fiber using the following process: Call the main Ziply number-************ and select option #4. On the next menu select option #1. Then continue as instructed.
  Ziply Fiber recommends ************** update the National DNC registry every six months to ensure endure the information is 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:10/17/2022

  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.

  This company is so unprofessional, disorganized and mismanaged, they should not be in business.I was scheduled to have new internet service in my new home on 9/16/22. Since I work from home, having internet is crucial. I received several automated appointment reminders for the 16th. Then the day before the appointment (and the day before my scheduled move), they sent an automated text, moving my appointment to Oct 13, 2022. No explanation, no phone call. I had to call several times to reach someone who could help me and they said it was because they had to run lines into my house because it was a new build and need to schedule that with a contractor. They should have known and prepared for this. (BTW, ******* can do this same day and do not need to hire a third party). I called and complained heavily and was able to convince them to move it up to September 23, 2022. Since I was coming back in town, I made arrangements to have someone available and on call to meet the installer and made sure Ziply had their phone number. During that week, they sent several confusing automated texts moving the appt to Oct 6th, then back to 9/23, then to 9/26. (Since I was out of the country I didn't get these until I landed). I called again to figure out what was going on and they said they have to have someone come out and install the line. The same excuse as the first time. I canceled the service altogether. Since canceling I have received 6 automated texts from them. 4 of them confirming appointments at various dates and two to notify me that work hasn't started yet at my home. I do not know how this company was ever granted a license to be an internet provider.

  Business Response

  Date: 10/31/2022

  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 scheduled to have new internet service installed on 9/16/22. ************************** states she works from home, so internet is crucial.
  ************************** states she received several automated appointment reminders for the 16th however, the day before the appointment she received an automated text moving her appointment to 10/13/22 without notification or explanation. 
  ************************** states she contacted Ziply Fiber and was advised the delay was due to new lines had to be run to her home and it needed to be scheduled with a contractor.  
  ************************** states Ziply Fiber should have known a contractor was needed and prepared for it.
  ************************** states she complained and got her due date moved up to 9/23/22. ************************** states she received several confusing automated texts moving her appointment to 10/6/22, then back to 9/23/22, then to 9/26/22. 
  ************************** states she was again advised someone had to come out and install the line, so she cancelled the service altogether. 
  ************************** states since cancelling she continues to receive texts regarding her upcoming appointment. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show a new install order was issued on 9/2/22 with an original due date of 9/16/22. 
  Ziply Fiber records show that prior to the original installation date, the buried service wire team did attempt to run a line, however they were unable to determine the path, notes advise due to damaged conduits, flowerpots and terminals from new construction.  The order was referred back to engineering to find another path and the due date was changed from 9/16/22 to 10/13/22 to allow time for engineering to revise the path and for Construction to complete the work. 
  ************************** contacted Ziply Fiber regarding the delay and the due date was moved from 10/13/22 to 9/26/22 initially, then 9/23/22. Each time a due date is changed, automated text alerts are system generated.  
  Ziply Fiber did reach out to ************************** and left a message on 9/21/22 to advise that the 9/23/22 due date had been pushed out to 10/6/22, due to additional engineering and permits that were required to complete the work.  
  Ziply Fiber records show the installation order was cancelled at **************************** request on 9/23/22 however the deactivation process did not fully complete until 9/28/22 causing ************************** to receive automated texts after her request to cancel.  
  Ziply Fiber advises that all service orders are subject to availability and technician line qualification.  In this instance, the issues with the original path and additional work required that caused the delay in installation were not foreseeable and out of Ziply Fibers control. 
  
  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:10/16/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ziply Fiber continues to harass me with paper junk mail after the BBB attempted to resolve the issue. On 8/29/2022 a BBB complaint #********, was closed prematurely as I was waiting to see if Ziply Fiber would follow through and take action. Clearly they did not. In their response to BBB on my behalf it states, "Ziply Fiber has updated and corrected the records as of September 1, 2022 for the do no solicit mailing and door knocking. Mr. [my name] *** get 1 or 2 more mailers". Of course my name is in place of [my name] within the quote above. Ziply did not take any action, did not correct anything, and did not remove my address from their mailing list.Multiple attempts to contact Ziply Fiber to stop this unprofessional behavior has failed over and over again. When calling Ziply residential customer support ************** the following reps told me I would be taken off the mailing list and this never happened.2/25/2022 1:30pm ******* 4/9/2022 5pm ***** ********** 7/19/2022 3:40pm ****** ********** Every 7 to 14 days I continue to get junk mail from Ziply Fiber. They must be absolutely clueless to think would want to do business with them after close to a year of harassment. If the postmaster cannot resolve this and the BBB cannot resolve this, what are my options? Can Ziply Fiber be fined or sued for this abusive behavior?

  Business Response

  Date: 10/20/2022

  Thank you for referring the complaint of ******************* to our office for review. We appreciate ************** bringing this matter to our attention.
  
  The complaints states:
  ************** states Ziply Fiber continues to harass him with advertising mailings about products and services.  Further stating the prior BBB inquiry was closed out prematurely, as he continues to receive flyers from Ziply Fiber.
  ************* would like the mailings and door hangers to stop.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber has reviewed the do not solicit records and 2 additional entries have been located in the system (both were different) both of these have been manually added.  Therefore anything currently scheduled will still be sent, however no new mailing will be generated.
  Ziply Fiber advises two more records have now been suppressed.
  
  
   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: 10/20/2022

   
  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.

  The response by Ziply Fiber finding 2 additional records for "do not solicit" is odd at best. Ziply Fiber has failed to follow up once already help with BBB so I am not confident this will be resolved. Time will tell & I will give Ziply Fiber one last chance.

  For a near a full year of harassment, 3 independent calls with customer service to stop promotions, and 1 BBB complaint #******** to resolve this issue, I do not have confidence that this company will follow through. Ziply Fiber has repeatedly failed to follow through.

  Please keep this complaint on record as I imagine this is not over yet.
  

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

• Initial Complaint

  Date:10/13/2022

  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.

  Ziply Fiber took money out of my account for services I did not receive. I turned my internet service off on September 21st, having just paid a bill on September 12th in the amount of $62.99. On October 12th, I was charged $78 for services that I did not receive. The customer service representative was completely unhelpful, and honestly sounds like they don't even know the service they provide. Their excuse was that they don't pro rate, then after hearing that its a prepaid service, their story changed. I've had to wait on hold for an hour today, and it took me an hour yesterday to speak with someone as well. There was contact made with someone from the financial department, and explained to me that the extra charges that inflated my bill was for excess services that I didn't order and have never used. Their chat options seem to connect me with someone who doesn't know the services either. I was told by chat that the amount wouldn't be taken out of my account, when the charge was still pending, then after it was taken out I had contacted Ziply Fiber via chat, and got the run around from someone named ***. I spoke or chatted with six different people, and have finally gotten contact with someone who claims that I will be contacted via email for a refund, so I am waiting on that.

  Business Response

  Date: 10/20/2022

  October 20, 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 on September 21, 2022 he had the internet service disconnected, and had just paid the bill on September 12, 2022 in the amount of $62.99
  **************** states on October 12, 2022 he was charged $78.00 for services he did not receive.
  **************** states he was advised the internet service does not prorate.
  **************** states he was advised that he would be contacted via email for a refund.
  
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises the account was disconnected on September 21, 2022.  The $62.99 was billing for services from August 19, 2022 through September 18, 2022 and was paid.
  Ziply Fiber advises the $78.00 generated on September 19, 2022 and billing for services from September 19, 2022 through October 18, 2022 end of cycle billing.  The internet did increase on this bill due to a internet discount of $15.01 ending.
  Ziply Fiber bills through the end of the bill cycle which is outlined on each bill statement under Service Terms, and no partial credit is provided.
  Ziply Fiber in this instance and due to the close proximity of the bill cycle date (September 19, 2022) and the disconnect date (September 21, 2022) has provided the prorated credit of $78.00 this credit does reflect on the October 19, 2022 statement and will then be refunded in one to two bill cycles in the form of a prepaid Mastercard by NorthLane Technologies/Wirecard
  
  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: 10/21/2022

   
  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. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/13/2022

  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.

  ZiplyFiber isn't able to provide an explanation of a huge charge of $196.78 on the current invoice. Normally the monthly charge is $20/month for internet service. Their records showed I made double payments and hold a negative balance and now overcharging me without an explanation. I spent an hour on the phone with the customer representative without explanation and resolution.

  Business Response

  Date: 10/27/2022

  October 27, 2022
  
  Thank you for referring the complaint of ******************* to our office for review. We appreciate ************ bringing this matter to our attention. 
  
  The complaints states:
  That Ziply Fiber agents are unable to explain a $ ****** charge on the 10/11/22 billing statement.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show that on the 9/11/22 statement ************ mistakenly received a $****** credit for payments that were cancelled. This error was realized and the erroneous credit for the mis-**************** was billed back. ************ has been advised. 
  
  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: 10/27/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/13/2022

  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.

  Ziply provides internet service for my home, and I've been the customer since 2013 (previously was frontier). . Recently I just found they charged me $10/month for the WiFi Router which I never used. I use my own router from the very beginning. I requested a fully refund for the overcharged fee for the past many years (It could be ~6,7 years), but they refused and only offered a $100 refund, which is totally unacceptable. All I ask is get my money back. I contacted them two weeks ago, but haven't heard back since. And I checked my bill today and see they are still charging that fee in this month's bill!My account number is *********************

  Business Response

  Date: 10/25/2022

  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 Ziply Fiber provides him internet and he has been a customer since 2013. 
  ************ states recently he found he was being charged a $10.00 per month fee for the WiFi router which he never used. ************ states he has used his own router since his service was established. 
  ************ states he requested a full refund for the overcharge going back 6-7 years, but states Ziply Fiber refused. 
  ************ states Ziply Fiber offered him a $100.00 credit, which he states is unacceptable. 
  ************ wants full credit going back to when the service was established. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ************ established 15/5M fiber internet service with ******** Communications on January 21, 2014 and was not originally being billed a router fee.  ************ upgraded his internet service from 15/5M to 100/100M on December 26, 2019, and at that time a technician was dispatched to perform the upgrade, a router was added and began billing on the December 28, 2019, bill statement at a rate of $10.00 per month which was part of the ******** pricing at the time. 
  Ziply Fiber purchased ******** Communications operations effective May 1, 2020. After the purchase completed, all customer accounts and records that were held by ******** Communications were transferred to Ziply Fiber and consumers retained their ******** pricing, plans and terms. 
  Ziply Fiber repair records show ************ contacted Ziply Fiber on July 15, 2021, stating his internet service was down.  A technician was dispatched the following day and completion notes from the technician advise they found faulty customer equipment, swapped out the ********************** broadband home router equipment, configured the ** and verified the service was working. 
  Ziply Fiber records show ************ contacted Ziply Fiber on September 21, 2022, advising he wanted credit going back 7 years for the router charge stating he was using his own equipment the whole time. ************ escalated to a supervisor who advised we would not provide credit going back 7 years and offered ************ a courtesy credit of $100.00, which he declined. 
  According to both the former ******** Communications and Ziply Fiber residential terms of service, it is the consumers responsibility to review the bill carefully and contact the company within thirty (30) days after receiving the bill if there are any disputed charges or charges that are inconsistent with the information provided at the time an order for services was placed. There is no record ************ contacted ******** Communications or Ziply Fiber regarding a request to remove or dispute the $10.00 router fee until September 21, 2022. Ziply Fiber does allow consumers to use their own router, so at Mr. ***** request, the router fee was removed effective September 21, 2022, and this change will reflect on the October bill statement.  
  Since ************ did not previously bring this issue to ******** Communications or Ziply Fibers attention, no credit is owed. However, in this instance, Ziply Fiber will honor the $100.00 courtesy credit that was previously offered to ************ by the supervisor. This credit will reflect on the October bill statement. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ************ has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

• Initial Complaint

  Date:10/08/2022

  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.

  Recently I received a bill stating that my service was going to be disconnected if I didnt pay the amount of money that was reflected on the bill. This happened to me similarly approximately three years ago with the same issue. The problem is that I pay for an automatic payment every month, and I dont understand how a automatic payment puts me into these problems. There is something intrinsically wrong with their system. Again I had taken care of this problem three years ago and havent heard anything about this in until recently. After receiving the bill the first thing I did was attempt to get on my account on the Internet to see what was going on, and it wouldnt let me sign on. It states that you need to call a number to talk to somebody about my problem. I thought perhaps the credit card that was on file mightve expired but again I could not find out because I couldnt get onto the Internet, the only thing you allowed me to do was to pay the bill. Because I couldnt get on the Internet I had to use their phone service which cost me an extra three dollars. I think this is very unfair and poor practices on the companies part. The only hours available is Monday through Friday and I am so busy I dont have time to talk to the representative during that time. Whenever I have talked to customer services in the past it was over an hour before we ever had any resolution, not only that I had to probably contact them 3 to 5 times to figure out why they cant seem to get the system to except my credit card in an automatic payments to work. It was very frustrating, this company is very frustrating I will be seeking services from other companies. There is no service available for customers on Saturdays and Sundays. I would suggest that if a person has a problem with the **************** because of this reason and the automatic payments get turned off, the customer should be getting a letter letting them know that their credit card was the problem.

  Business Response

  Date: 10/26/2022

  October 26, 2022
  
  Thank you for referring the complaint of ***************** to our office for review. We appreciate ************ bringing this matter to our attention.
  
  The complaints states:
  ************ received a Ziply Fiber past due notice for his account that is registered for auto pay.
  ************ wasnt able to log into his online (bill pay) profile to pay the past due Ziply Fiber charges or view/change the credit card on file.
  ************ was charged a $3 fee to make his payment over the phone to prevent service interruption.
  Ziply Fiber doesnt provide access to customer service on the weekends.
  
  ********************** has investigated the above statements and offers the following response: 
  Account records show that ************ contacted Ziply Fiber on 6/17/22 and disconnected the account linked to his auto pay. This stopped subsequent payments and generated a past due notice to be sent.
  Ziply Fiber advises that the online bill pay profile was deactivated after ************ cancelled the associated account.
  Ziply Fiber has provided ************ a courtesy credit for the $3 fee he was billed for paying over the phone.
  Ziply Fiber advises that representatives are available Monday through Friday from 7:00 A.M. to 8:00 P.M. and Saturdays and Sundays from 8:00 A.M. to 6:00 P.M. Pacific 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
  

  Customer Answer

  Date: 10/27/2022

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:10/07/2022

  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 began my service with ziply in July of 2021. This got quotes to me as $80 a month with a router. I had been told by the employee when asked about the extender charge on my bill and they explained that it was the fee for the router. Today I call because my bill went from $80 -$100 monthly. (A promotion came out that I got told was going to be on my account as long as I stay a customer) and I asked again about the extender fee and the gentleman let me know those are additional boxes and that isnt the router. I have been charged for the extenders since the beginning and I did not have those on my account ever. So I have been charged $10 a month for the past 14 months and they are refusing to reimburse me.

  Business Response

  Date: 10/11/2022

  Ziply Fiber
  
  Thank you for referring the complaint of ************************* to our office for review.  We appreciate ************** bringing this matter to our attention.
  
  According to the complaint:
  In June 2021 ************** was quoted a monthly price of $80 for internet service that included the router.
  ************** was advised the $80 price would be in effect as long as she is a customer.
  ************** has been billed for the extender since the service was installed and states she never had it on the account.
  ************** states that Ziply Fiber is refusing to provide her a refund for the charges.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber records show that on June 10, 2021 ************** was advised that the $80 monthly fee included the internet, router and wi-fi extenders.
  Each of Ms. ****** Ziply Fiber monthly statement reflects the $20 discount is valid through 7/7/22.
  Ziply Fiber records show that on 10/7/22 ************** asked to have the wi-fi extenders removed from the billing.
  Ziply Fiber advises per both the residential and business terms of service: You agree that it is your responsibility to report to Ziply Fiber billing errors within 30 days from your receipt of the bill so that service levels and all payments can be verified. If not reported within 30 days, you agree that all such billing errors are waived. However, as a one-time courtesy an adjustment for three (3) months of the $10 charge ($30 total credit) was applied and will reflect on the 11/8/22 statement.
  
  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: 10/11/2022

   
  Complaint: 18181953
  
  I am rejecting this response because: I was quoted $80 a month. I did not know there was anything wrong with my bill as that was the amount that was given to me when I got quoted. Your customer service agent upcharged me for multiple months. I had asked about the extender fee in 2021 (November) and got told that it was the router. I was lied to and charged higher on my bill because their employees lied and up charged me most likely for commission. I have ended my services with them and would like a full refund for the months that I was charged the extender fees. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/17/2022

  Thank you for referring the additional concerns of ************************* to our office for review.
  
  According to the rebuttal:
  Ms, ***** had asked about the extender fee in 2021 (November) and was told that it was the router.
  
  Ziply Fiber has reviewed these additional remarks and the companys position has not changed.
  
  Sincerely,
  Ziply Fiber

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18181953
  
  I am rejecting this response because:same reason as stated last time. This is not ethical 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/06/2022

  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.

  I contacted Ziply Fiber on 7/19/2022 to cancel my service with them. I have used Ziply for almost three years prior to the cancellation. I decided to go with another internet provider, so I set up a cancellation. When asked by the Ziply employee what I wanted my termination date to be I responded with: "You can cancel my service any time. I already have a new internet provider, and I just don't want to receive another bill... so however long that gets me you can cancel me after that." The employee responded that I would have my disconnect date set as 8/15/2022. After the phone call, I received an email confirmation order #: ******** stating that my disconnect date would be 8/15/2022 as discussed, and that my "Estimated Next Bill ****** $.00". I have received a bill every month since then for $72.99. I have tried contacting Ziply to discuss this bill with them and they refuse to help me. After multiple conversations with Ziply trying to get this issue resolved I decided to dispute the charge with my credit card company. The first dispute was awarded in my favor and then the second dispute came back saying that I would be re-charged the amount owed. I reached back out to Ziply and was able to get the problem resolved... or so I thought. While speaking with Ziply they told me that I would not be charged any more going forward, and any payment that I had made regarding this bill would be refunded back to me. Well then a few days later I received a call from a collections company stating that I owed the $72.99 to Ziply. I was so furious about the entire situation I just paid the bill to the collection company for $76.94 now because of their fee. This payment was made on 9/29/2022 and I have a confirmation # ******. And now on 10/6/22 I just checked my credit card statement and I have a pending charge for $72.99 from Ziply. This is absolutely absurd. I have included the email from Ziply to me showing my "Estimated Next Bill' of $.00

  Business Response

  Date: 10/20/2022

  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 contacted Ziply Fiber on 7/19/22 to cancel service advising he had already gone with another provider. 
  ****************** states he was advised the service would be cancelled 8/15/22 and received a cancellation confirmation for this date with a zero estimated next bill.  
  ****************** states he has received a bill every month since then for $72.99. ****************** states he has contacted Ziply Fiber regarding the bill but has not been helped. 
  ****************** states he disputed the charges with this credit card company and the first dispute was awarded in his favor however the second dispute came back stating he would be recharged the amount owed. 
  ****************** states he reached back out to Ziply Fiber and was advised he would not be billed anything going forward and that he would be refunded the payment made
  ****************** states instead of getting a refund he was sent to collections for the $72.99 and states he paid them $76.94 which included a fee. 
  ****************** states on 10/6/22 he has another pending charge of $72.99 on his credit card from Ziply.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show ****************** called on 7/19/22 and requested the service cancelled after the 7/16/22 bill had already generated in the amount of $72.99, this was the last bill owing to Ziply Fiber due 8/9/22.  A disconnect order was placed and completed on 8/15/22 as discussed. 
  ****************** had auto pay set up on his account so the scheduled 7/16/22 bill payment of $72.99 came out on 8/5/22, however Ziply Fiber records show the payment was returned by Mr. ******** credit card on 8/10/22.  
  The 8/16/22 final bill did have a zero-balance owing for the current charges as noted in the disconnect confirmation email. The $72.99 balance reflecting on the final bill was past due charges from the July statement that were not paid.  
  Mr. ******** scheduled auto payment for the 8/16/22 bill in the amount of $72.99 due 9/9/22 came out on 9/5/22 and was returned by his credit card on 9/14/22. 
  The 9/16/22 bill generated with the same past due owing from July and the auto payment for the billed amount of $72.99 was scheduled as soon as the bill generated to come out 10/7/22.
  The account was written off and sent to an outside collection agency on 9/25/22 and ****************** made a payment to the outside collection agency which Ziply Fiber did receive on 9/30/22 bringing the account to a zero balance.  
  Ziply Fiber advises that auto pay takes the billed amount owing and does not account for changes or payments made mid cycle, so the auto payment for the 9/16/22 bill on 10/7/22 was deducted as scheduled prior to the account going to collections. This payment was returned by Mr. ******** credit card on 10/13/22.
  ****************** did owe for the 7/16/22 bill charges in the amount of $72.99 that was sent to collections and the payment from the collection agency was applied to zero the balance. The three auto-payments made on Mr. ******** credit card on 8/5/22, 9/5/22 and 10/7/22 were all returned by the credit card company. The balance is now paid and no new bills will generate so no additional payments will be scheduled or deducted. ****************** is not due 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:10/04/2022

  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.

  I have received a bill from Ziply Fiber with the billing date 9/25/22 saying I owe $381.13. The account number is *********************. I have never been associated with this account number before. The bill was mailed to my billing address P O ****************************************.

  Business Response

  Date: 10/12/2022

  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 received a bill from Ziply Fiber for $381.13 for an account number she has never been associated with
  ****************** request the amount due be removed
  
  Ziply Fiber has investigated the above statements and offers the following response: 

  
  Ziply Fiber advises when ****************** ported her phone service to another provider on 08/31/22, the additional services (Internet and TV) a separate (new) account was established since a disconnect request had not been received for these products.  Ziply Fiber attempted to reach ****************** and voicemails were left in regard to the new account established.
  Ziply Fiber has spoken to ******************, she states she did request the account to be completely disconnected on 09/01/22 therefore Ziply Fiber has placed the disconnect for the Internet/TV account and credited this down to zero in this instance.  The original account ****************** ported out, the credit balance will be refunded in 2 to 3 bill cycles and ****************** has been advised
  
  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