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:07/29/2022

  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 requested a free installation of ziply fiber service at December 2021 and then canceled the service several days later. The company provided a free cancellation in 30-days. The cancellation was made through phone call using ziply filter's customer service number. I was cancelling this service because xfinity provided a more competitive quote. So started then, I was using xfinity service till now.After several months later, I still kept receiving statements from Ziply Fiber, so I reached out to their online customer service to check why. The agent told me it's their server side problem, and confirmed that my service was already canceled successfully. He also told me that I should not worry about the statements. The server problem is causing messed up statements and will resolve soon.But starting June, I still kept receiving the monthly statement, so I reached out again through phone call to Ziply Fiber. This time, they mentioned that my service was not canceled and my service was stopped due to un-paid bills. I told them that I've canceled the service long time ago, the online agent also confirmed with me before. I asked them to check historical customer service calls. They said they can't retrieve historical calls before I give them the accurate date of my first cancellation request. I checked that my local historical call only has 2 months history. I checked with my mobile service provider, they don't have the record neither. So there is no way for me to know what exact the date of the phone call was made. Ziply Fiber now transferred the fake "debt" to a debt collection company. The **** has amount of ****** and I don't think I should pay the **** because they failed to cancel my service.

  Business Response

  Date: 08/03/2022

  Thank you for referring the concerns of  Dongqian *** to our office for review.  We appreciate ********** bringing this matter to our attention.
  
  According to the Complaint:
  ********* states he requested a free install when the internet was installed December 2021
  ********* states he called and canceled service several days later which was within the 30 day free cancellation  time frame
  ********* states after cancelling the internet service Ziply Fiber continued to **** him and was advised it was already cancelled but due to a server issue it continued to ****
  ********* states he has now been sent to an outside collections company for $214.23 and wants this adjusted and the credit report corrected
  
  
  Ziply Fiber has investigated the above statement and offers the following response:
  Ziply Fiber advises ********** did receive free installation and a month of free internet on the installation order that completed 12/02/21
  Ziply Fiber records show ********** did contact Ziply Fiber requesting the service to be disconnected on 12/14/21
  Ziply Fiber has no record of an order being placed in December, as requested therefore the account continued to **** through 04/20/22 when the account was disconnected
  Ziply Fiber has credited the account bringing the **** balance down to zero and apologizes for the frustration, Ziply Fiber has also notified ******************* to cancel this request and if reported to the credit bureau to have it pulled back
  
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. and *********** has experienced as a result of the above matter.
  
  Ziply Fiber

  Customer Answer

  Date: 08/04/2022

   
  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. 

  Thank you so much!!

  
  
  Sincerely,
  
  Dongqian Liu

• Initial Complaint

  Date:07/27/2022

  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.

  Ziply fiber charges us $80 per month for internet service which we pay monthly via autopay - one time we missed payment because of an expired debit card but was payed to date as soon as the mistake was noticed. Since then ziply fiber has claimed to have lost those payments despite showing the payments on their own website; as well as our bank statements. The payment was taken. Since May the company has been constantly harassing us and claiming we owe an extra 2 months of payment while threatening to cancel our service. We have spent numerous hours on the phone participating in their payment investigations to no avail and are still receiving shut off warning calls. Over and over we are receiving calls to prove our payments which are easily accessible through their records as well as all the bank statements and confirmation of payment numbers we have provided to them.

  Business Response

  Date: 08/04/2022

  Thank you for referring the concerns of  ********************* regarding the account under *************************  to our office for review.  We appreciate ************** bringing this matter to our attention.
  
  According to the Complaint:
  
  
  ************** states the Ziply Fiber account was set up on auto pay monthly, however due to an expired debit card a payment was missed.  Once noticed a payment was made.
  ************** states Ziply Fiber claims to have lost those payments despite the payments reflecting on their own website and the bank statements.
  ************** state since May Ziply Fiber is constantly harassing them claiming they owe 2 months of payments.
  ************** states a payment investigation was requested with no avail and they are still receiving shut off warning calls.
  ************** would like a billing adjustment and explanation of the charges.
  
  Ziply Fiber has investigated the above statement and offers the following response:
  
  
  Ziply Fiber records show no payment posted in April however 2 payments posted in May
  Ziply Fiber advises the 2nd payment was located due to a payment  investigation
  Ziply Fiber records show on the 05/08/22 statement the prior balance was $****** and $80.00 payment posted leaving a prior balance of $80.00 and current charges due 06/01/22 of $80.00 owing for a total of $******.  The following **** generated on 06/08/22 showing the prior charges of $****** no payment posted and current charges of $80.00 (current charges due 07/05/22).  Then the 07/08/22 **** generated with a prior balance of $240.00 with a payment of $80.00 bringing the prior balance down to $****** and the current charges of $80.00 with a due date of 08/01/22 for a total balance owing of $240.00 on 07/29/22 a payment of $80.00 posted leaving a balance of ****** owing.
  Ziply Fiber has placed a temporary collections hold on the account to prevent any collections activity and emailed ************** a **** history for 2022, this also shows the 2 months of missing payments.
  Ziply Fiber advises if the customer can demonstrate additional payments were deducted from their account, then an additional payment investigation will be placed on the account.  No billing adjustments are warranted as the charges are valid at this time. 
  
  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
  

• Initial Complaint

  Date:07/26/2022

  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.

  On March 25, 2022, we contacted Zipley to disconnect our cabin phone. The cabin was sold. There was NO phone there. ** have continued to have Zipley ******** on our credit card every month since then, and we have made several phone calls and chatted with a rep. ** have waited for hours and even days for a return call from them.Then, the very end of May, I spoke with ****** (employee ID RBB *****. He was very understanding and was able to arrange for a partial credit.Ref #******** ** thought it had been settled...BUT we now see charges again on our credit card statement. ** want to be finished with Zipley. No phone. No service. No more bills.

  Business Response

  Date: 08/08/2022

  Thank you for referring the concerns of  **** and *************************** to our office for review.  We appreciate Mr. and ***************** bringing this matter to our attention.
  
  According to the Complaint:
  Mr. and Mrs. ************ state they contacted Ziply Fiber on March 25, 2022 to disconnect their cabin phone, since this has been sold.
  Mr. and Mrs. ************ state Ziply Fiber continued to **** them on their credit card every month after the requested disconnect.
  Mr. and ***************** state after several attempts to correct this, a consultant arranged a partial credit and they assumed it had been resolved.  However the credit card charges continued.
  Mr. and ***************** state would like the **** adjusted and all further charges to stop.
  
  
  Ziply Fiber has investigated the above statement and offers the following response:
  Ziply Fiber records show the requested disconnect date was 04/04/2022.
  Ziply Fiber records show due to an order error the account was not disconnected until 07/08/2022.
  Ziply Fiber records show a one time credit plus the prorated credit applied to the 08/04/2022 **** statement are providing credit from 04/05/2022 through the disconnect date of 07/08/2022.
  Ziply Fiber advises a prepaid Mastercard will be mailed to the billing address on file, Mr. and ***************** will receive the refund in 1-2 months (billing cycles)in the amount of $116.93.
  
  We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that Mr. and ***************** has experienced as a result of the above matter.
  
  Ziply Fiber
  

• Initial Complaint

  Date:07/21/2022

  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.

  Ziplyfiber sent my account to a collection company. I have requested my pdf billing and payment history and have deferred me to collection company (**************************). They ping pong me back and forth. I have submitted a request per phone and via chat and they refuse to comply. They no longer permit me access to my account via online. This has affected my credit score which was close to 700. This company has many complaints already and should be investigated!

  Business Response

  Date: 08/01/2022

  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:
  Ziply Fiber sent ********************** closed account to an outside collection agency for non-payment.
  Ziply Fiber refuses to provide ********************** copies of his billing statements.
  
  Ziply has investigated the above statements and offers the following response: 
  
  Ziply Fiber advises that the balance owing of $142.97 is valid and was turned over to ******************************* for payment collection.
  Ziply Fiber advises that ********************** was emailed **** copies (from October 2021 through the final billing date of April 2022) to the address provided on this complaint.
  
  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:07/20/2022

  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.

  we discontinue service with this company 3/11/2022- I called to verify the port out /cancelation of service had been done on 3/22/2022. I Spoke with **** he indicated ************ And ************ were not ported out he did see a flag indicating the account was closed. 5 /5/22 called aging after Received 2 bills *************************** (Credit) Spoke with **** he indicated that account was not disconnected but sees notes that is was requested will disconnect now Check for credit should be issued for ******6/28/2022 (10;42) spoke with ******** who indicated she would give a credit E mail communication to commence she indicated that she would issue an account for over 100$ I requested clarification of what **** was for? She indicated that the lines were not disconnected until 5/5/2022 so we were billed for march and may I responded in e mail that the issue be resolved by ziply as I Requested that the account be closed on 3/22/2022 (verified by your employee ************* I then received another **** and contacted Ziply fiber once again. I was also informed that would be receiving a credit in 30 to 60 days in the form of a prepaid debit card for ******, I have not received this credit yet. I am unsure why I should be getting charged when Ziply fiber did not perform the requested disconnect service. I requested they either send a conformation of a zero balance or provide me with information showing that this charge was incurred prior to my requested termination date. I contacted ziply fiber as no response to my email spoke with ***** 7/5/2022 who indicated it was an old balance (We are on auto pay with this company) . Called again 7/7/2022 and spoke with ****** indicating that i had proof of prior payments, she opened a investigation (#******) and I submitted my **** conformation/payments. I then received a letter from a collection agency 7/18/2022. I was never contacted by Ziply fiber.

  Business Response

  Date: 08/08/2022

  Ziply Fiber
  
  Thank you for referring the complaint of *********************** DBA: ************************** to our office for review.  We appreciate ****************** bringing this matter to our attention.
  
  According to the complaint:
  ************************** continued being billed for an account they had been told was closed.
  *************************** business account was turned over to an outside collection agency for non-payment.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Ziply Fiber advises that ************************** was incorrectly advised that all their accounts had been closed.
  Ziply Fiber advises that a credit has been provided and the *************************** account has been pulled back from the outside collection agency. A refund of $106.95 has been submitted for processing.
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *********************** DBA: ************************** has experienced as a result of the above matter.
  
  
  Sincerely,
  Ziply Fiber Executive Customer Relations

  Customer Answer

  Date: 08/08/2022

   
  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,
  
  ***********************