Complaints

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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:12/15/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an authorized autopay of $67. Ziply charged $75. Ziply did not notify me via email, **** mail, or text of a price change. I had no knowledge of the price increase. I did not agree to a price increase. I did not agree to an autopay charge of $75. Ziply refuses to refund the unauthorized charge. Ziply will respond in no way other than to claim that the charge is justified to recoup undefined and unproven expansion costs.

  Business Response

  Date: 12/19/2024

  Thank you for referring the complaint of **** ****** to our office for review. 
  
  The complaint states:
  Mr. ****** states Ziply Fiber did not notify him via email, **** mail or text regarding a price change. Mr. ****** states he had no knowledge of a rate increase and did not agree to one. 
  Mr. ****** states he has authorized an autopayment of $67 but Ziply Fiber charged him $75. 
  Mr. ****** states Ziply Fiber refuses to refund the unauthorized charge and has only advised that the charge is justified to recoup undefined and unproven expansion costs.  
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber provided notification in the important customer information section of the 10/22/24 billing statement advising there would be $5/month rate increase on the internet and the cost of the router fee would increase to $15 beginning 11/15/24 due to rising costs associated with providing internet. Ziply Fiber provided additional notification in the important customer information section of the 11/22/24 bill. Ziply Fiber recommends Mr. ****** view the full PDF bill copy each month, which is available through the online portal, as it contains important information regarding his account. 
  ********************** records show Mr. ****** had a DSL internet plan at a rate of $55 and a $12 router fee. The monthly bill amount was $67. Mr. ****** is on a month-to-month plan, so his rates are subject to change. Beginning in November, Mr. ******* internet rate increased to $60 and his router fee to $15. The new monthly bill amount is $75.  
  According to the payment terms of service, if you have enrolled in Ziply Fibers Automatic Payment program, the amount debited every month will be the then balance on the account which is the amount on the Ziply Fiber statement. Once your enrollment is processed, all payments will be automatically withdrawn from the specified payment account on the ********************** statement due date. Mr. ****** is enrolled in autopay and Ziply Fiber debited the full 11/22/24 bill balance in the amount of $75.00 on 12/13/24. 
  
  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: 12/27/2024

  Ziply did not provide me with notification of the increase at any time. They claim to have provided notice. This is a lie. Ziply requires customers to pay extra to receive notices via ****. Ziply refuses to provide paper notices without this extra fee and claims to provide an email. This is also a lie. I read every email that I received and none had notice of an increased bill until after the bill had increased and after they had a accrued a new month at the secret, undisclosed, and increased rate

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Ziply Fiber internet and home phone service in November 2023. When I signed up, I was informed by the technician that Ziply customers could use their own router if they chose. I started out using a Ziply Fiber rented router and opted to use it for a while, as the introductory cost of the service was low enough that I was ************ the year has progressed, the introductory rate has expectedly expired, but the cost of the rented router has kept increasing as well. Seeking to reduce costs, I bought an exact replica of the router that I rented from Ziply online and sought to replace the rented router with it. When I received it, the Internet portion of the router worked great, but my home phone service would not work.I called Ziply Fiber and asked them to troubleshoot this. The first ****** i spoke with in tech support did not have the resources to answer my question, so she claimed that she put a ticket in for me and that I would receive a call back. I checked my Ziply account the next day and found no open tickets, so I called back myself. I learned through the phone call from tech support that it is not possible to have home phone service through Ziply without renting the router from them, as no router exists on the market for sale that supports their VoIP gateway. I was also told that the router i bought was "purged" from their system as someone had sold it "without ziply's consent.". Therefore, it could not be used for my ************ either.I brought up that Ziply advertises their ************ at $20 a month, but that the true cost is $35 a month, as the router is $15 a month to rent. I explained that I felt lied to by the tech that sold me the service and that the advertising was false. There is no indication on the website that a customer must rent their router for ************. The tech could not or would not do anything to help me outside of a temporary $20 discount for 3 months. This call happened on 11/29.

  Business Response

  Date: 12/19/2024

  Thank you for referring the complaint of ******* ******* to our office for review. We appreciate Mr. ******* bringing this matter to our attention. 
  
  The complaints states:
  Mr. ******* states he signed up for home phone service in November 2023 and has been using the Ziply Fiber rented router, but when the introductory rate expired both his internet rate and router rate has continued to increase.
  Mr. ******* states he purchased his own router to save costs, and the internet worked fine but the phone service did not. Mr. ******* states technical support advised him that it is not possible to have Ziply phone service without renting the router even though he was informed by the installation technician that customers could use their own router if they chose.
  Mr. ******* states Ziply Fiber advertises phone service at $20 per month but the true cost is $35 per month since a $15 router is required. Mr. ******* states he felt lied to by the technician and the advertising is false as there is no indication on the website that a customer must rent their router if they have VoIP service. 
  Mr. ******* states the technician did not do anything to help outside of offering a $20 discount for 3 months. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show that when Mr. ******* signed up for phone and internet service in November 2023, the introductory rate quoted, included the router fee and this fee was discussed prior to installation.  When the introductory pricing expired on 11/7/24, the package rate increased by $25, and the router rate increased to $15 per month on the 12/8/24 bill statement.  
  Account notes advise Mr. ******* called on 11/29/24 regarding issues with his phone service not working after he switched to his own router, and he was advised at that time by technical support that the VoIP phone service did require a Ziply Fiber router.
  VoIP phone service is currently $20 per month in addition to the internet pricing and separate monthly router fee. While standalone internet customers do have the option to use their own router, VoIP phone service requires a Ziply Fiber router. Ziply Fiber provides this information online at ************************** during the order process to add an internet and phone bundle, and specifically details this requirement among others:
  Home Phone Unlimited $20/mo
  Unlimited local and nationwide calling 
  20+ calling features (Caller ID, Voicemail, more)
  Requires Ziply Fiber Router rental 
  Battery backup units are available to order through our partner *********************** Look for the link to shop when you complete your Ziply Fiber order. 
  Service subject to availability. Requires Internet service. 
  Ziply Fiber apologizes for any miscommunication from the installation technician regarding when a customer provided router could be used but is not able to remove the router charge unless Mr. ******* removes phone service. In this instance, Ziply Fiber did provide a compromise credit of $20 off his bill for the next 3 months which is equal to 4 months of the router fee.  
  
  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: 12/19/2024

   
  Complaint: 22687562
  
  I am rejecting this response because: Ziply can claim they discussed a router fee with me, but they did not.  Ziply also claims that this information is available on their website, but it is not.  I am rejecting the response, but am not interested in pursuing this complaint further. I will be terminating my ************ with Ziply.  

   

  This company is on par with ******* for dishonesty.  I will discourage any use of this service for friends or family that ask.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/14/2024

  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 sends at least weekly mailings to our apartment addressed to someone who does not live here. The mailings have that persons name and or current resident so I cannot write no longer at this address. This happened at my last apartment too and when I tried contacting Ziply Fiber to remove my address from their mailing list, they refused. They do not have an appropriate person to contact on the website. This is a widespread issue with Ziply Fiber. I want my address completely removed from their mailing lists and I do not want to receive any future mailings to my address. I also believe that Ziply Fiber needs to remove the or current resident line from all of their mailers and have an easy way to opt out of mailers on their website.

  Business Response

  Date: 12/17/2024

  December 17, 2024
  
  Thank you for referring the complaint of ***** ******* to our office for review. We appreciate Ms. ******* bringing this matter to our attention.
  
  The Complaint states that:
  Ms. ******* receives Ziply Fiber marketing flyers in the mail despite asking to be removed from that list.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that Ms. ******* and the address provided have been added to the Do Not Solicit list. This includes marketing to current resident as well.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Ms. ******* has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

  Customer Answer

  Date: 12/17/2024

   
  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:11/20/2024

  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 10/4 I add signed up with ziply fiber using my government Lifelibe discount of $15 a month off. They had a special called thex100/100 for $10 a month for 3 months. Then it will be $20 a month for 2 years. With my Lifeline discount, that comes out to be $0 for the first 3 months, then $5 a month for the next 2 . With Lifeline, tge modem is free. They started billing me immediately. I called & they said my Lifeline was declined. They had tge numbers for my Lifeline ID completely wrong. Nobody gets every single digit wrong by accident. They did it on purpose! Fixed that and said no need to give my credit card yet because the fiber is free.i underestimated my benefits for food,and thought I'd switch to more expensive plan. Realized couldn't Afford that. Fought ziply to change my plan back to the $10 and refund the difference 11/01, bill for $3.40. They said because I hadn't set up autopay. They adjusted it and told me to setup autopay. But I just realized that since it's free with my Lifeline benefits of $15, no charge should have been applied anyway. And my wallet was stolen. Now they said my next bill will be $26! But tge modems free forever! I'm elderly and disabled and can't handle all this dishonesty. I won't have internet at all iff they continue because there's only one other ISP and I don't like them. I wish they'd stop trying to scam elderly and ********** people. It's bad business. I'll be following up with *** which now has jurisdiction over internet providers since the internet has been declared to be a public utility, as essential as water, electricity and phone service. They don't realize how serious this is. How it affects my entire family. I budget carefully. Unexpected bills for a ********** individual can be disaster. I will also be submitting my complaint to tge Lifeline program I haven't told them my card was stolen yet, because I was too busy trying to resolve this and forgot. It will take me 2 weeks to tell my bank, cause I need rent $

  Business Response

  Date: 11/26/2024

  November 26, 2024
  
  Thank you for referring the complaint of **** ***** to our office for review. We appreciate Ms. ***** bringing this matter to our attention.
  
  The Complaint states that:
  Ms. ***** states she signed up for Ziply Fiber 100M data service at $10 a month for three (3) months then $20 a month for two (2) years after that.
  Ms. ***** states that a Ziply Fiber agent intentionally enter her Lifeline approval code incorrectly, causing the discount to be denied and now owing money for the internet charges.
  Ms. ****** states she shouldnt be required to sign up for auto pay since there isnt supposed to be a monthly charge.
  
  Ziply Fiber has investigated the above statements and offers the following response: 
  Ziply Fiber advises that Ms. ***** was provided the below information in her installation confirmation email:
  The promotional price for Ziply Fiber 100M data is $45 with a $20 discount for the first 12 months. Afterward the standard pricing at the time applies.
  The first three (3) months have an additional $10 off making the price $10 plus tax/fees/surcharges.
  
  Ziply Fiber records show the Lifeline benefit was denied because the Household Worksheet was needed.  The benefit was added with an effective date of 10/9/24. Additionally, Ms. ***** has been given credits for the balance owing as of 11/26/24.
  Ziply Fiber advises that to remove the monthly payment processing fee, the customer must be enrolled in auto pay.
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ******** has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 

• Initial Complaint

  Date:11/14/2024

  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 cancelled my Ziply internet service earlier this year. My internet was completely turned off after I was told I was squared up with Ziply and then I was charged another monthly fee. Numerous times I have called in and been told I would be refunded. This still has not happened. Earlier this year, one of the people I spoke with, *****, claimed to be a supervisor and her employee ID is ******, she told me the refund would be processed as I was told by her Ziply tried to do a credit on my account even though I was no longer a customer and she told me I would be sent a check or a prepaid master card... this was the second week of June and it never happeend. I reached back out to Ziply in August and spoke with ******. Her employee number is MCC7665 and she confirmed the notes were on the account and that she too saw I should be receiving a mastercard in the mail for the refund of $57.00. I still have yet to see that refund. I tried reaching out to Ziply at ************ on 10/31/2024 @ 2:15 pm and it went to their voicemail. I left a message asking for a callback trying to resolve the issue but no callback by the company has been made. I have reached out to Ziply numerous times since I discontinued the service but it wasn't until June that I started writing down dates attempted, employees, and ID numbers as that is when I realized Ziply would not be holding themselves accountable for what they say will happen.

  Business Response

  Date: 11/25/2024

  Ziply Fiber did not receive this complaint until today 11/25/24
  
  Thank you for referring the concerns of ******* **** to our office for review.  We appreciate Ms. **** bringing this matter to our attention.
  
  The complaint states:
  Ms. **** states she cancelled her internet service earlier this year but charged an additional month.
  Ms. **** states she was advised she would be refunded for the over charge in June and in August for the amount of $57.00 and has not received it yet.
  Ms. **** states she reached out to Ziply Fiber on 10/31/24 at ************ left a voicemail but has not heard back yet.
  
  Ziply Fiber has reviewed these concerns and offers the following
  Ziply Fiber records show the service was disconnected 02/29/24.  The billing dated 02/16/24 reflects total amount due of $20.00 instead of the current charges of $57.00, this was paid on 03/11/24 bringing the balance owing down to zero.
  Ziply Fiber advises due to the prior additional payment of $30.00 and a credit of $7.00 ($37.00) this brought the 02/16/24 bill statement down from current charges of $57.00 to $20.00 owing.  This was paid on 03/10/24 bringing the balance owing down to zero.  Ziply Fiber advises per our terms of service the internet bills through the end of the bill cycle which would be 03/15/24 and prorated credit is not provided.
  Ziply Fiber advises the number Ms. **** called on 10/31/24 is not a Ziply Fiber contact number.
  
  
  Ziply Fiber
  

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22554456
  
  I am rejecting this response because: I have spoken with several people and there are numerous notes on my account including ones by the employee numbers showing I was charged after my service was disconnected. I even reached out to ziply immediately after the charge posted to my account and ********************** acknowledged I had been charged and guaranteed the refund. This has yet to happen. Ziply on numerous occasions has stated theyd refund but it had never happened. The number contacted is the number listed for ziply on the bbb website. 
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 12/01/2024

  The gentleman who came out and disconnected my service told me I was square and even in my payment. He took all of my equipment with him. When I got the bill, I was paying for nearly an entire month of service I did not even have the equipment for. The company should go back and review all notes that have been recorded as they have been documented and confirmed my multiple employees on numerous occasions. It was only the last two that I included the employee ID numbers on and one of them was a supervisor. The last employee said she saw all the notes and was surprised the refund still had not been issued and it was noted in my account that I WOULD get the refund for the month of service I paid for but did NOT receive, And, if the business phone number I called was not a Ziply number then it should NOT be listed on the bbb as a contact number. 

   

• Initial Complaint

  Date:11/13/2024

  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.

  My Ziply fiber internet service address is *********************************************** number associated with my Ziply account is ************.My name is ** ****.I stopped my Ziply fiber service on Feb 2024 and only used a few days internet service in the last month.I had called Ziply Fiber customer cares for 6 times and each time spent 30 minutes plus.They even calculated me the pre-rated amount for $69.30, but keep promising me that they will call me back to confirm when they will mail me the refund check.Eventually, no one called me back and I never receive my refund.Please please please refund me the money you owed me!

  Business Response

  Date: 11/21/2024

  Thank you for referring the complaint of ** **** to our office for review. 
  
  The complaint states:
  Mr. **** states he stopped his Ziply Fiber service in February 2024 and only used a few days of internet service in the last month. 
  Mr. **** states he has called Ziply Fiber care six times, and they have calculated the prorated amount due of $69.30 however he still has not received a refund check. 
  Mr. **** wants his refund. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Subscribers to Ziply Fiber internet are billed one full month in advance. Termination of the **************** subscription is effective on the last day of the billing cycle and no partial month credits or refunds are provided for previously billed service subscriptions. This information is detailed on the billing statement each month and is part of the terms of service. 
  Ziply Fiber records show Mr. **** requested his services disconnected on 2/28/24 which was after the 2/25/24 bill in the amount of $78.21 had already generated so the disconnection would have been effective the last day of that bill cycle. 
  Account records show Mr. **** contacted Ziply Fiber on 3/8/24 and was incorrectly advised at the time, that he would receive prorated credit for the internet on the next bill which was not accurate. On subsequent contacts, agents placed a request for credits, but none were applied. 
  In this instance, Ziply Fiber has issued full credit for the 2/25/24 bill in the amount of $78.21 since Mr. **** was advised he would receive credit. Mr. **** will receive his refund via a prepaid ********** and this will be sent to the address of record.  
  
  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 
  
  

• Initial Complaint

  Date:11/07/2024

  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.

  Sent to collections with no notice despite early extra payment when canceling service.After scheduling cancelation for Sept 6th on the account on Aug 2nd received an email confirmation (NW72974587) with $0.00 estimated final bill due to payment on Aug 5th of $90. After Aug month's payment went through, canceled auto pay to handle any remaining payments.On Sept 10th, Ziply mobile account was closed out and no longer had access to the account.On Nov 2nd, received notice from collections agency about payment due for $85. No prior notice on a past due payment from Ziply despite continuing to receive "automatic payment has been schedule" emails.

  Business Response

  Date: 11/15/2024

  Thank you for referring the complaint of ****** ****** to our office for review. We appreciate Mr. ****** bringing this matter to our attention. 
  
  The complaints states:
  Mr. ****** states he received an email on 8/2/24 after scheduling cancellation of his service for 9/6/24 stating the final bill would be $0.00.
  Mr. ****** states he made an early extra payment of $90.00 on 8/5/24 so should not have a balance due.
  Mr. ****** states on 11/2/24 he received notice from a collection agency about a payment due for $85.00. Mr. ****** states he had no prior notice of the past due payment.    
  Mr. ****** wants a correction to his credit report.
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Account records show Mr. ****** contacted Ziply Fiber on 8/2/24 and requested his service disconnected with a scheduled due date of 9/6/24 and an order was placed as requested.
  Ziply Fiber did receive a payment in the amount of $90.00 on 8/5/24 which was payment for the 7/10/24 bill statement, this was not an extra payment.
  Mr. ****** continued to use the service for over a month after his contact on 8/2/24 and the 8/10/24 bill in the amount of $85.00 are for services provided during this time frame. The final 9/10/24 bill did not have any current charges as per the disconnect confirmation email. 
  The 8/10/24 bill charges are valid and still owing. Mr. ****** would have been able to see the 8/10/24 bill charges online while the account was still active and Ziply did send a pre-write off letter on 10/5/24 for the $85.00 charge with a due date of 10/16/24 to the billing address of record. The charges were not paid so the account was sent to an outside collection agency on 10/20/24. 
  Once payment is received, by either Ziply Fiber or the collection agency, the balance will be reported as paid. 
  
  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: 11/15/2024

   
  Complaint: 22527797
  
  I am rejecting this response because:

  We have received no correspondence from Ziply despite having mail forwarding and no other issues. 

  We continue to receive automatic payment emails indicating they still have the means of contacting us.

  Upon calling Ziply on 11/7 and offering to pay, they indicated we did not have any balance because of an extra payment. My account was disabled on 9/10 leaving no ability to pay other than by phone.

  Ziplys poor customer service, terrible record keeping, and confusing mixed messages should not negatively affect a customers credit who took every action to ensure an account was closed appropriately.

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

  Business Response

  Date: 12/06/2024

  Thank you for referring the additional concerns of ****** ****** to our office for review.
   
  The additional concerns state:
  Mr. ****** states they have received no correspondence from Ziply Fiber despite having mail forwarding and no other issues. 
  Mr. ****** states upon calling on 11/7/24 and offering to pay, they indicated he did not have a balance because of an extra payment. 
  Mr. ****** states his account was disabled on 9/10/24 leaving no ability to pay other than by phone. 
  Mr. ****** states Ziply Fibers poor customer service, mixed messages and terrible record keeping should not negatively affect a customers credit. 
  
  ********************** has reviewed these additional concerns and offers the following response:
  Ziply Fiber did send a pre-write off letter on 10/5/24 for the $85.00 past due charges with a due date of 10/16/24 to the billing address of record and Mr. ****** would have received bill notification and had access to the 8/10/24 bill statement until the online account was disabled on 9/10/24. 
  Ziply Fiber records show Mr. ****** called on 11/7/24, the agent initially went over the billing details, explained the charges and advised that the billing was accurate, stating they did not see a double payment. Mr. ****** did not dispute that he owed $85.00 for service provided but had an issue with the disconnect confirmation email he received that stated his estimated next bill would be zero, that he was not aware of the ****** balance due because of this and disagreed with it being sent to collections. The agent subsequently issued a request to credit the full ****** bill stating the service was not disconnected until September when it should have been disconnected in ******. 
  The credit request issued 11/7/24 was not approved or applied as it was not valid. The service was disconnected as requested. The disconnect email confirmation was sent immediately after the request on 8/2/24 and reflected the disconnect date of 9/6/24 advising the estimated next bill after the disconnect would be zero dollars. The 9/10/24 final bill did not have any current charges as specified but Mr. ****** did owe for service previously provided in ******. The confusion was due to how far in advance the disconnect was requested and the ****** bill had not yet generated at the time he called. 
  Mr. Gaineys outstanding balance was sent to the outside collection company on 10/20/24. If the valid balance is not paid within 60 days of this placement, it will be reported by the outside collection agency to the *************. Mr. ****** should make the full payment to either the collection agency directly or Ziply Fiber collections prior to 12/19/24 to avoid this being reported to the credit bureau.  
  
  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:11/02/2024

  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 never had service with Zipply, I had service over 5+ years ago with ******* who I think Ziply merged with or bought. I have been sent a non-bill statement for years stating that I don't owe any money but have some sort of credit monthly. I have tried to have it canceled multiple times. Recently Ziply added a cost for sending a paper copy of a bill that I don't owe anything for on an account that I don't have and started charging me for the paper copy of a nonexistent bill.I called again at the beginning of October when Zipply sent me a bill for the paper copy of an account I don't and have never had with them. At that time I was told me that it was taken care of and I would not receive another bill.I just received another bill and now threatening to send the bill to external collections.This is unacceptable and the ***** bill needs to be cancelled and I expect confirmation that the issue is resolved Ideally sent by Mail or email ( **************************)The account number that was sent on the past due notice is ********** ****** 5

  Business Response

  Date: 11/05/2024

  Thank you for referring the complaint from ****** Kemp to our office for review.  We appreciate ******* bringing this matter to our attention.
  
  The complaint states:
  Mr. **** states he has not had service with Ziply Fiber for 5 + years.
  Mr. **** states he has tried cancelling multiple times and received a collections notice for $25.34 of account past due.
  Mr. **** wants an email or letter with a confirmation that this has been resolved.
  
  Ziply Fiber has reviewed these concerns and offers the following:
  Ziply Fiber records show Mr. **** has not had an account in years.
  ********************** Fiber advises due to a system error Mr. **** was billed for a paper statement fee, this has since been credited and the bill balance is now zero.
  Ziply Fiber has contacted the collections agency to have this removed.
  Ziply Fiber did email Mr. **** with the above information as requested.
  
  Sincerely,
  Ziply Fiber
  
  

• Initial Complaint

  Date:11/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ziply has messed up my bill since the day I started using them. The first time in the amount of ****** and this time they have withdrawn a double payment!!

  Business Response

  Date: 11/07/2024

  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 messed up her bill since day one.
  Ms. ******* states that Ziply Fiber has withdrawn a double payment.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  Please note that the complainant, Ms. ******* is not the account holder on file.
  Ziply Fiber records do not show any billing errors since the service was installed on 4/1/24.
  Ziply Fiber records show that three payments have posted to the account in question. All three were made manually and covered the balance owing up to the current bill cycle. The remaining balance owing is valid and due by 11/25/24.
  
  
  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:10/30/2024

  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.

  Hello I am officially filing a complaint with the BBB against Ziply Fiber for their lack of care for a customer and for misleading, lying, and not continuing to be in contact with customer. I got internet service from ********************** on September 9th. There has not been one day where I haven't lost connection due to internal Wi-Fi or wiring issues. Theses issues have been brought to the attention of Ziply Fiber who still refuse to help repair the issue. I have called 30+ times in the last month in order to reach management to help resolve theses issues, management has done nothing but lie, be deceitful and throw me in loops on hold or telling me an appointment has been set up then no service repair tech shows up and i get no confirmation of the ticket ever being worked, when I call the ticket has been "completed" even when nobody has shown up to my residence. These service outages have been recorded as follows.9/29/24, 10:00 A.M, 6:00 P.M 9/30/24, Brand New router installed.10/01/24, 11:00 A.M, 12:50 P.M 10/08/24, 10:00 P.M 10/09/24, 3:00 A.M 10/18/24, 7:33 P.M 10/19/24, 10:30 A.M 10/20/24, 11:00 A.M, 3:00 P.M 10/21/24, 7:00 P.M 10/22/24, 8:00 A.M 10/23/24, 9:00 P.M 10/24/24, 6:45 P.M 10/28/24, 9:00 P.M 10:00 P.M 10/29/24, 2:00 P.M, 9:00 P.M These are all the dates and times I have recorded my outages. I have been experincing more disconnects than listed but I had hoped Ziply Fiber would fix but they still have yet to attempt a fix so I have started recording and listing how many times I lose service everyday. Today 10/30/24 as I write this I am currently on hold for 35+ minutes. As a customer this is unacceptable business practices as I am being neglected and actively paying for services.

  Business Response

  Date: 11/12/2024

  Thank you for referring the concerns of ******** ******** to our office for review.  We appreciate *********** bringing this matter to our attention.
  
  The complaint states:
  Mr. ******** states he installed Ziply Fiber internet service on September 9th and is losing connection daily.
  Mr. ******** states he has called numerous times to resolve, however it this time it is unresolved.
  Mr. ******** would like this repaired and the account to be credited.
  
  Ziply Fiber has reviewed these concerns and offers the following
  Ziply Fiber has been in contact with Mr. *************** This issue has been forwarded to our operations team for further investigation.
  Ziply Fiber has determined the issue causing the disconnections.  Ziply Fiber is in the process of fixing this and will be keeping Mr. ******** advised as well.
  Ziply Fiber is working with our operations team and Mr. ******** in order to resolve this, this is in process and has not been completed at this time.  Ziply Fiber in this instance has credited Mr. ******** account.
  
  
  Sincerely,
  Ziply Fiber
  
  

  Customer Answer

  Date: 11/12/2024

   
  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. As a customer of ********************** I will continue to be in contact with the business to ensure my issue is resolved hastily and efficiently. If my issue is not resolved within a timely manner and/or Ziply Fiber fails to continue communicating with me I will be in contact with the BBB again.
  
  Sincerely,
  
  ******** ********