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:09/20/2024

  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.

  We have constant static when talking on the phone. The party on the other end can hardly hear us. This is very annoying to us and the person on the other end. This has been going on for over a year.With a lot of troubleshooting, we discovered that the copper wiring that runs from across the street to our house needs to be replaced. I told them that I would pay to have this done, but they refused to install the new copper wiring. Our neighbor next door had this same problem two years ago and want able to get new copper wiring to his house.Our street in front of our house is all marked up to guide the installer to where to install the new copper wire from across the street to the side of our house.

  Business Response

  Date: 10/07/2024

  Thank you for referring the complaint of Steven Schleppy to our office for review. We appreciate Ms. Schleppy bringing this matter to our attention. 
  
  The complaints states:
  •Mr. Schleppy states they have constant static while talking on the phone and this has been ongoing for over a year. 
  •Mr. Schleppy states it was determined the wire that runs from across the street to their house needs to be replaced.  
  •Mr. Schleppy states no one showed up to do the work on 9/20/24. Mr. Schleppy wants a new copper line ran to his house. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  •Ziply Fiber records show Mr. Schleppy initially reported static on his line on 6/17/24 and the issue was related to an inside wiring problem. 
  •Ziply Fiber received a subsequent report of a bad phone jack with static on the line on 8/22/24 and notes advise Mr. Schleppy wanted a new line ran. 
  •Ziply Fiber records show a service wire request was re-submitted on 8/23/24, however according to the contractor, the completion of work has been delayed, as the request has required multiple revisions by the city and is currently pending approval of permits. The current pending due date is 10/25/24 assuming permits are approved and granted by that time. Ziply Fiber will follow up to verify completion with the contractor.
  •Ziply Fiber records show a technician was dispatched on 9/26/24 regarding no dial tone at a specific jack in the house. The technician installed a new phone jack and verified the trouble was cleared. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Mr. Schleppy has experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

• Initial Complaint

  Date:09/18/2024

  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.

  Absolutely horrible billing practices and completely inept customer service. Corporate does not respond to emails, so communications just end up in a black hole somewhere. I was incorrectly charged and have been fighting with ZiplyFiber to get them to process a refund.Every single month there is an issue with billing requiring contacting customer service, wasting my time to fix their errors.

  Business Response

  Date: 09/24/2024

  Thank you for referring the complaint **** ******* to our office for review.  We appreciate Mr. ******* bringing this matter to our attention.
  
  The complaint states:
  Mr. ******* states he was incorrectly charged for services and has requested a refund.
  Mr. ******* states every month there seems to be a issue with the billing.
  
  
  Ziply Fiber has reviewed these concerns and offers the following:
  Ziply Fiber has identified an error in Mr. ******* account.  When the account was converted from *** to Fiber internet, due to a system issue both services billed for a period of two months (July and August 2024).  The issue has since been corrected and the account has been credited.  There is no refund to be processed as no overpayment was received.
  Ziply Fiber advises on overbilling of the *** account has been credited and the balance is now zero.  Mr. ******* will be billed only for the Fiber internet account going forward.
  
  
  Sincerely,
  Ziply Fiber

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22303955
  
  I am rejecting this response because:

  I am still getting billing notifications for the wrong amount which has been the case for several months now. See attached email.

  At the same time, I am also getting another notification that a ZiplyFiber bill is coming due, which shows the correct amount.

  ZiplyFiber's billing department needs to amend their systems to stop this nonsense from happening every month.
  
  Sincerely,
  
  **** Piliper

  Business Response

  Date: 10/03/2024

  Thank you for referring the additional concerns from **** ******* to our office for review.  We appreciate Mr. ******* bringing this matter to our attention.
  
  The rebuttal states:
  Mr. ******* states he is still receiving billing notifications for the wrong amount which has been the case for several months now.
  Mr. ******* states he received another notification that a Ziply Fiber bill is coming due, which shows the correct amount.
  
  
  Ziply Fiber has reviewed these concerns and offers the following:
  Ziply Fiber has identified an error in Mr. ******* account.  When the account was converted from *** to Fiber internet, due to a system issue both services billed.  This issue was resolved on 09/19/24 and manual credit for the overbilling for the *** internet account was applied to the account on 09/21/24 (this was after the 09/20/24 statement had generated).  The zero balance will reflect on the 10/20/24 *** internet statement, Mr. ******* will receive an additional 2-4 statements at a zero balance for the *** prior to the stop of the statements generating.
  Ziply Fiber advises Mr. ******* will only receive charges going forward for the Fiber internet account.  ********************** apologizes for the frustration.
  
  
  Sincerely,
  Ziply Fiber

• Initial Complaint

  Date:09/18/2024

  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.

  Yesterday, we noticed one of the fax lines was down, and when we called the number, we received a message stating, "This line has been disconnected." Ziply sent out a technician today, and this is where everything spiraled out of control.The technician, without any communication, left, but not before tampering with our printer settings, which disrupted our scanning software, and, even worse, disconnected our second fax line.Ive been on the phone with Ziply multiple times, begging them to have the technician return to fix what he messed up. But instead of any real help, were getting the runaround. I was on the phone with a support *** named ****, trying to explain how critical the second line is for receiving medical results, and this simply cannot wait until Friday. Despite the urgency of the situation, Ive been met with empty promises and no solutions.****, the tech support ***, keeps parroting that Dispatch is following the technicians notes and wont resolve this until Friday. What about the damage the technician caused? What about the fact that not just one fax line is down, but now our primary MRO linethe one essential for receiving medical ***ortshas also been disconnected? All because of whatever changes he made to our system, which worked fine until his visit.The technician mentioned he needed access to a mechanical room in the basement, but that shouldnt have affected our MRO fax line at all. **** said no one would be available to grant access until Friday, but why did he touch our printer settings and cause our second line to go down?In the meantime, our staff has been wasting valuable time tracking down CCFs (Custody and Control Forms) that havent come through because of this issue. The situation is beyond frustrating, and weve incurred significant downtime and lost productivity.Ziply Fiber has been nothing but unhelpful.

  Business Response

  Date: 10/03/2024

  Thank you for referring the complaint of ***** ***** regarding the Ziply Fiber account under Drug Free Business to our office for review. We appreciate Ms. ***** bringing this matter to our attention. 
  
  The complaints states:
  Ms. ***** states they noticed their fax line down on 9/17/24 and reported the trouble to Ziply Fiber. 
  Ms. ***** states a technician was dispatched on 9/18/24 and left without any communication but not before they tampered with the printer settings which disrupted the business scanning software and disconnected the second fax line which is essential for receiving medical reports. 
  Ms. ***** states the technician mentioned he needed access to a mechanical room in the basement but states that shouldnt have affected the fax line and no one would be available to grant access until Friday. 
  Ms. ***** states she contacted Ziply Fiber multiple times asking the technician to return to fix whatever changes were made to their system, but another technician could not come out until Friday despite the urgency of the situation. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber records show the business reported the fax line was not working on 9/17/24 and a trouble ticket was issued. Drug Free Business has two lines with Ziply Fiber. 
  It is Ziply Fibers responsibility to verify service to the point of demarcation. Ziply Fiber dispatched a technician on 9/18/24 however they were not able to gain access to the point of demarcation due to it was in a secured mechanical room, so the technician left the site and referred the trouble ticket noting access was not available until Friday. The trouble ticket was subsequently closed due to no contact. 
  Ziply Fiber does not troubleshoot third party equipment or resolve printer or fax issues. The Ziply Fiber technician dispatched on 9/18/24 did not handle or access any of the business equipment or change any settings on the business equipment. 
  Ziply Fiber received a port request for both business numbers on 9/18/24 with a due date of 9/27/24 which is selected by the other provider. 
  A new trouble ticket was issued on 9/23/24. A technician was dispatched 9/24/24 and verified both lines were getting dial tone to the fax machine however the line ending in 1567 was not able to get inbound calls due to the pending port out order. Ziply Fiber has provided time out of service credit for the duration of the outage for each line. 
  The port order completed for both lines on 9/27/24 disconnecting the service with Ziply Fiber. 
  
  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: 10/03/2024

   
  Complaint: 22303295
  
  I am rejecting Ziply Fibers response to my BBB claim for the following reasons:
  Ziply Fiber stated that a technician was scheduled to return on Friday, but no one showed up.
  Ziply Fiber claims that they do not handle third-party equipment, such as physical printers or fax machines. However, immediately after their technician visited, our main fax line went down, and the technician was seen handling our printer/fax machine.
  After no one came on Friday, ****** called Ziply Fiber to check on the status and was falsely informed that a technician had come out that day, which was not the case.
  When a Ziply technician finally returned a few days later, they admitted that our accounting fax line had been disconnected by Ziply Fiber by accident. Additionally, this technician did not require access to any control panels, contradicting prior claims.
  Since we have now switched our fax lines over to RingCentral, I am requesting that Ziply Fiber cancel our two fax lines and issue a credit for the charges associated with them.
  Thank you for your attention to this matter.

  Sincerely,

   

  ***** *****

  Business Response

  Date: 10/22/2024

  Thank you for referring the additional concerns of ***** ***** regarding the business account Drugfree business to our office for review.
   
  The additional concerns state:
  Ms. ***** states that although Ziply claims it does not handle 3rd party equipment, the technician was seen handling the printer/fax machine and the line went down after they had done so. 
  Ms. ***** states a technician was supposed to return on Friday, but no one showed up and when they called, they were told they had been there.
  Ms. ***** states that when a technician came out a few days later they admitted the line had been disconnected by accident and this technician did not require access to any control panels, contradicting Ziply Fibers prior claim. 
  Ms. ***** states since they have switched their fax line over to RingCentral, she is requesting that Ziply Fiber cancel the two fax lines and issue a credit for the charges associated with them. 
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber maintains the technician originally dispatched did not handle, access, or change any settings on any of the business equipment.
  Ziply Fiber advises the technician dispatched initially determined access to the telecommunication control room was necessary during troubleshooting and noted access was not available until 9/20/24. The trouble ticket was subsequently closed due to no contact, so a technician was not dispatched 9/20/24.  
  Ziply Fiber dispatched another technician on 9/24/24 who during troubleshooting changed the phone pairs which restored dial tone. 
  Ziply Fiber received a port request for both business numbers dated 9/27/24 and the service was disconnected automatically once the port completed. 
  Ziply Fiber did previously provide time out of service credit for the duration of the outage. 
  
  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 
  
  

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22303295
  
  I am rejecting Ziply's response for the following reasons:
  Ziply claims there was no contact, which is inaccurate. We informed them that the technician had further disrupted our service, and we were told someone would return on Friday. There was no need for us to follow up again, as we had already been assured a technician was coming.
  Ziply is attempting to charge an early disconnect fee, even though we do not have a contract with them.
  Please refer to the attached letter and bill for further details. 
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/11/2024

  Thank you for referring the additional concerns of ***** ***** regarding the Ziply Fiber business account Drugfree business to our office for review.
   
  The additional concerns state:
  Ms. ***** states that Ziply Fiber is attempting to charge an early termination fee. 
  Ms. ***** states they do not have a contract with Ziply Fiber. 
  
  Ziply Fiber has reviewed these additional concerns and offers the following response:
  Ziply Fiber records show this business had an original 1-year contract on the phone services from 6/26/17 through 6/25/18 which offered a $25.00 promotional discount off the phone plan. This contract continued to renew annually as per the former Frontier business terms of service and continued to provide the discounted phone rate year over year. 
  Account records show that when the business phone ending in 1567 ported to another provider disconnecting service, an early termination fee billed in the amount of $357.61 plus applicable taxes which was equal to the charges through the remainder of the term period totaling $420.69. 
  Ziply Fiber has issued full credit for the termination fee and applicable taxes due to the age of the original contract with Frontier, these credits will reflect on the 12/1/24 final bill statement. 
  
  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 
  
  
  

  
  

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

• Initial Complaint

  Date:09/13/2024

  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.

  Ziply double bills me for service and also fines me for 'late' payments even though I am paid up in advance. Currently I am paid through November but they are demanding the next payment on Oct 1st. I have complained at least 1/2 dozen times and they claim to credit my account but the credits are never applied and the balance and the over billing continues. They repeatedly try to bully me into signing up for auto pay which would be insane given their performance.Text of payments going back to April:One time payment November September 2, 2024 -$70.00 Unbilled payment Payment One time payment ******************* August 3, 2024 -$150.00 Posted Payment One time payment ************* June 5, 2024 -$150.30 Posted Payment One time payment May + June June 4, 2024 -$150.30 Posted Payent One time payment April 5, 2024 -$60.30 Posted

  Business Response

  Date: 09/20/2024

  Thank you for referring the complaint **** Gunderson to our office for review.  We appreciate ************ bringing this matter to our attention.
  
  The complaint states:
  Mr. ********* states he is paid through November, but Ziply Fiber is requesting a payment on October 1, 2024.
  Mr. ********* states he made a one-time payment on September 2, 2024 $70.00, August 3, 2024 $150.00, June 5, 2024 $150.30 and June 4, 2024.
  Mr. ********* states Ziply Fiber is repeatedly trying to bully him into signing up for auto pay.
  
  
  Ziply Fiber has reviewed these concerns and offers the following:
  Ziply Fiber has been in contact with Mr. ********* and provided a bill history.
  Ziply Fiber has advised Mr. ********* that only one payment posted in June for $150.30 not two.  This seems to be the discrepancy, proof of payment (copy of the June **** statement showing 2 payments were deducted for $150.30 each is needed) in order to complete a payment investigation.  At this time Ziply Fiber has not received the needed proof from Mr. ************************************ encourages consumers to sign up for auto pay however it is not required. If opted out there is a monthly payment processing fee that appears on each statement.
  
  Sincerely,
  Ziply Fiber

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am writing to express my extreme frustration and disappointment with Ziply Fiber's service and installation process since August. Despite being a patient and understanding customer, I have been subjected to a series of cancellations, rescheduled appointments, and no-shows from their technicians. As a result, I have lost over a week of work, valued at $3500, which is unacceptable.I was willing to work with Ziply Fiber to make the installation process as smooth as possible. I offered to accommodate their schedule and even suggested alternative installation options, such as installing the fiber line in our yard, to make it easier for them. However, despite these efforts, the installation was cancelled at the last minute without explanation.Furthermore, I was disappointed to learn that the technician who was supposed to assess the fiber line did not show up. This lack of communication and accountability is unacceptable and has left me feeling disrespected and ignored.I urge Ziply Fiber to take immediate action to rectify this situation. I request a new installation date and a commitment to providing a reliable and efficient service. I also expect a formal apology and a gesture of goodwill for the inconvenience caused.I hope that you will take my concerns seriously and take prompt action to address the issues I've raised. I am willing to work with Ziply Fiber to resolve this matter, but I expect a higher level of service and communication from your company.

• Initial Complaint

  Date:08/31/2024

  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.

  ZIPLY Fiber took ****** out of my bank on autopay, then they took ****** again 2 days later for a total of ******. They said they would refund the money in 7-10 business days, they did not. When they did refund my money it was only half of it. I was completely paid up and owed only the ***** for **************** for one month. They still have not refunded my money and my PDF statement bill now does not match what the online bill pay says so if my autopay is on they will overcharge me again.

  Business Response

  Date: 09/05/2024

  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 took $165.00 out of her bank account, then took another $165 two days later, for a total of $330.
  Ms. ******* states that Ziply Fiber only refunded half of the $330 that was taken.
  Ms. ******* states she only owes $50 a month for internet service and was completely paid up.
  
  Ziply Fiber has investigated the above statements and offers the following response:
  
  Ziply Fiber records show that on 7/4/24 a payment of $165 was pulled from ********************* account and an additional $165 was erroneously processed on 7/6/24.
  Ziply Fiber records show a refund was requested on 7/16/24, for one of the $165 payments. The second payment of $165 was charged back by ********************** on 8/12/24 and added to the balance owing on the account.
  ********************** Fiber advises that Ms. ******** charges are $55 plus tax/fees/surcharges per month. As of 9/4/24 the current balance owing is zero. Ms. ******* may disregard the balance showing online and on the statement she received.
  
  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 

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 22223009
  
  I am rejecting this response because:
  You never applied the ****** to my account I have continued paying and you have not adjusted the account to reflect the amount you took - the amount I have paid. I don't even have an accurate billing statement.
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/17/2024

  Thank you for referring the additional concerns of **** ******* to our office for review. We appreciate her bringing these additional concerns to our attention.
  The additional concerns state:
  Ms. ******* states that Ziply Fiber never adjusted her billing for the two (2) $165 payments we took put of her bank account.  
  Ms. ******* states that she doesnt have an accurate billing statement.
  Ziply Fiber has investigated the additional concerns and offers the following response:
  Ziply Fiber advises that Ms. ******* confirmed she has received one refund for $165. The second payment of $165 was disputed with the bank and the funds were returned to Ms. ******** No refund would be provided for this failed (second) payment.   
  Ziply Fiber advises that Ms. ******** September 2024 statement and her online profile, both reflect the correct balance owing.  
  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:08/29/2024

  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.

  In June 2024, Ziply Fiber service sent my wife a bill for $700. When she called them and asked why it was so high, they said that the previous months payment hadnt gone through, so they were billing her for two months. She confirmed with her bank that the previous payment had indeed gone through, and let Ziply know this, asking for a refund.She then tried to set up cancellation of her account to take effect on July 19, 2024, since we had sold the house, but Ziply said they couldnt cancel her account until they refunded her the overpayment. So they asked her to call them on July 31 (end of the billing cycle) to get the refund. As asked, she called them on the 31st and they promised to issue the refund within the next 5-7 business days. Nothing was heard within 5-7 business days so she called them again on August 15th, where they again promised to take care of it within 5-7 business days. Nothing happened then either, so she called them a third time on August 24th during which they told her that because the account was still active, they applied the $350 overpayment (which was supposed to be refunded) to cover the month of August". We havent even lived in the house since late July. To top this off, they sent her an additional bill for $20.02 on top of the monthly $350.

  Business Response

  Date: 09/09/2024

  Thank you for referring the complaint of *************************** regarding the Ziply Fiber account under **************** to our office for review. 
  
  The complaint states:
  ******************** states in June Ziply Fiber sent his wife a bill for $700 and when they called about it, they were advised it was so high because the prior month payment hadnt gone through, and the bill was for two months. 
  ******************** states it was confirmed the prior month payment had gone through and they requested a refund. 
  ******************** states they requested to cancel the service on 7/19/24 because they sold their house.
  ******************** states they were advised that the account could not be cancelled until Ziply refunded the overpayment and was told to call back on 7/31/24. ************************** called back and was told she would receive a refund in 5-7 business days, but nothing came. 
  ******************** states they called on 8/15/24 and were again promised a refund in 5-7 days and again no refund was provided.
  ******************** states they called back on 8/24/24 and were told because the account was still active the $350 overpayment that was supposed to be refunded was instead applied to the August bill and they owed $20.02 even though they havent lived in the house since July.
  ******************** and Ms. ********** want a refund for their overpayments. 
  
  Ziply Fiber has investigated the above statements and offers the following response:  
  Ziply Fiber billing records show Ms. ********** had automatic bill pay, however the payment of $368.23 for the 5/22/24 bill balance failed due to authorization of the credit card could not be approved. The 6/22/24 bill reflected both the prior unpaid balance and the current balance totaling $736.46. 
  Account records show Ms. ********** made a one-time payment of $736.46 on 6/25/24 to cover the full account balance and then updated the auto payment card on file. Autopay schedules and deducts the billed amount only and does not account for payments made after the bill generates.  Because of this, the full 6/22/24 bill balance of $736.46 was paid again via autopay on 7/12/24. 
  Ziply Fiber records show Ms. ********** had previously requested the account disconnected with an original due date of 7/20/24. 
  Ziply Fiber can only provide an overpayment refund on an active account so when Ms. ********** called to get a refund, the disconnect order was cancelled and she was asked to call back after the 7/22/24 bill generated to initiate the refund. The 7/22/24 bill reflected a credit balance of $358.22 and an overpayment refund request was submitted on 7/31/24 but was not completed. 
  After an additional call back on 8/15/24, a second refund request was submitted however this failed due to the proximity of 8/22/24 bill generating and the credit balance of $358.22 was used against the 8/22/24 current charges leaving a balance of $20.02 due, which was paid 8/24/24. The account was disconnected 8/26/24. 
  Ziply Fiber has issued credits totaling $378.24 and these funds have been refunded to the original payment method in order to resolve the complaint.  Ziply Fiber will follow up on the 9/22/24 bill to zero any remaining debits or credits that are reflected on the closing bill as all appropriate credits have already been provided to the consumer. 
  
  We trust that this information will assist in closing this complaint. We apologize for any inconvenience that ******************** or Ms. ********** have experienced as a result of the above matter.
  
  Sincerely,
  Ziply Fiber Executive Customer Relations 
  
  

• Initial Complaint

  Date:08/25/2024

  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.

  My family agreed to purchase Ziply 2G residential service after a salesman (*******) informed us that 1) our cost will be lower due to a promo and that the cost would likely not go up after it; 2) coverage was good and could be boosted through extenders; 3) parental controls existed on an app (I showed him what we currently had including device and curfew controls). This occurred July 2-3 in person and through text.At installation the technician informed us they do not provide extenders for 2G service. Part of the install included hole drill from exterior to interior room, and a large modem and router. The installer gave assurance that 2G would be enough without extenders.We tested the coverage after the install. In parts of our home it was worse than our existing coverage. We then doubted everything we were informed. I called customer service and spoke with Faith.I was informed that 1) the cost after the promo would be higher than our current cost; 2) the parent app had an additional fee (no previously disclosed) and 3) the parent app did not include curfew controls. This information along with poorer coverage led us to cancel. We returned the router. We are informed we would get a call to schedule the repair of our home and removal of the modem within ***** hours. No call occurred. I called back. Same response. No call. This happened in early ************** reached out around August 4. I informed him of the issues and no reply. We went out of town for a week. I reached out to ******* on August 17th letting him know that no action had occurred. I received no response.We would like our account balance of $2.34 removed, our wall patched, and the modem removed. The service and misinformation has been terribly frustrating. It felt like a bait and switch as more was learned about Ziply's cost and services.

  Business Response

  Date: 09/05/2024

  Thank you for referring the complaint of ***********************;to our office for review.  We appreciate ************** bringing this matter to our attention.
  
  The complaint states:
  ************** states he had Ziply Fiber installed 2 ********* which included drilling holes from the exterior to the interior room and installation of a modem and router.
  ************** states he was advised by the salesman, that the signal could be boosted through extenders, parental and curfew controls were available as well.  The technician advised extenders are not provided for 2 *********.  When ****************** called in he was advised the promotional price would be higher than his current cost, the parents app has additional fees.  Since the coverage was not as expected, this led ************** to cancel the service. And return the router.
  ************** states he contacted Ziply Fiber to schedule a repair of their home and removal of the modem and received no return call when leaving messages for the salesman.
  ************** would like the account balance of $2.34 removed, the walls patched, and the modem removed.
  
  Ziply Fiber has reviewed these concerns and offers the following:
  Ziply Fiber advises when Fiber internet is installed, part of the installation process is drilling holes in which the technician does go over this prior to the work being done.
  Ziply Fiber apologizes for the misinformation provided and has provided feedback.  Records do indicate the service was cancelled on 07/20/24.
  Ziply Fiber did create a ticket for dispatch of a technician however ************** has requested this be rescheduled for 09/07/24.
  Ziply Fiber did credit the account down to a zero-balance due to the Mr. ****** experience.
  
  Sincerely,
  Ziply Fiber

  Customer Answer

  Date: 09/07/2024

   
  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 given the work was completed on 9/7. I will note that the miscommunication within Ziply customer service and their **********s is significant. In addition to my original complaint, the first ********** dispatched to my home on 9/7 had a service range different than my address and he did not know anything about the work to be done. Another ********** was eventually dispatched and did the work. Yet, it was scheduled between 8-12 and was not completed until around 3 pm. My entire morning was spent waiting at home for a call and **********.

  For Ziply to be successful their sales, customer service, and ********** divisions ought to be communicating with one another and correcting when miscommunication occurs.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/21/2024

  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.

  Ziply charged my account 2 twice. I did not authorize this payment. This is illegal! This is grand theft. This is not "an inconvenient" or "computer error". This is illegal. I have made numerous phone calls and I keep getting excuses, transferred, on hold lengthy periods!

  Business Response

  Date: 08/29/2024

  Thank you for referring the complaint of *************************;to our office for review.  We appreciate ************** bringing this matter to our attention.
  
  The complaint states:
  ****************** states Ziply Fiber charged her account twice, in which she did not authorize.
  ****************** states she has made numerous calls in order to have the overpayment of $128.32 reversed.
  
  
  Ziply Fiber has reviewed these concerns and offers the following:
  Ziply Fiber records show (2) one-time payments were processed, one on 08/12/24 and one on 08/13/24 both in the amount of $128.32 each. 
  Ziply Fiber advises since the two payments were made a bill has generated and the current charges have been deducted from the credit balance.  The remaining credit balance of $100.17, the request has been processed to place the $100.17 back on the card that was used for the payment with a 3-5 business days time frame, therefore should be completed no later than 09/03/24.
  Ziply Fiber advises after the refund was processed an additional account credit of $29 was provided, this credit will reflect on the next bill statement that generates on 9/19/24
  
  Sincerely,
  Ziply Fiber
  

• Initial Complaint

  Date:08/20/2024

  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.

  I called Ziply in July to update my CC on file. Gave them the new cc number ending in 9551. They ran it as a 1 time payment but did not update cc on file leaving CC 7344 as primary.Fast forward to August. Ziply ran my cc 9551 (that was not saved in the system from July). this transaction was declined, then they ran cc ending in 7344.I have called over 7 times asking how they can store CC info in their system that used for a 1 time payment. I have spent over 2 hours on hold, being hung up on and transferred around. During these calls, I have asked for copies of the recorded phone conversations. They will not comply.Ziply Fiber is storing customer banking info without consent or knowledge of the customer.

  Business Response

  Date: 08/27/2024

  Thank you for referring the complaint of ********************************* to our office for review.  We appreciate ****************** bringing this matter to our attention.
  
  The complaint states:
  ********************** states he contacted Ziply Fiber in July to update the credit card on file for his auto pay, further stating it was run as a one-time payment but was not updated.
  ********************** states he has called in to Ziply Fiber multiple times and spent hours on hold while requesting the new credit card be stored, and the old information be removed.
  ********************** states he has asked for copies of the recorded phone conversations, but Ziply Fiber will not comply.
  ****************** would like to be compensated for his time.
  
  
  Ziply Fiber has reviewed these concerns and offers the following
  Ziply Fiber records show a one-time payment was made with the new credit card on July 14, 2024.  The next contact was on August 16, 2024 which states the old credit card is still showing on the account and attached to the auto pay.  The representative initiated a one-time payment; however, we received notification from the bank that it could not be processed.
  Ziply Fiber advises per supervisor notations on August 20, 2024 the new card information has been updated by ****************** and a one-time payment was successfully made on August 23, 2024 which brought the account current.  The amount due on September 12, 2024 is now $97.00.
  Ziply Fiber advises the only card information that is viewable is the new card ending in 9551, the old card information is not in our system.  Ziply Fiber recommends consumers update their credit card information when needed via their online account at ziplyfiber.com/login
  Ziply Fiber advises recording are proprietary information and used for training purposes.
  Ziply Fiber does not compensate for time, however in this instance a $25 credit was provided due to the customers experience, this will reflect on the September 19, 2024 bill statement.
  
  
  Sincerely,
  Ziply Fiber

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22170118
  
  I am rejecting this response because:

  You need to listen to the first 2 phone calls in August.   Your employee admits that you stored 2 cards on file without my knowledge.   She also states there was a "glitch" in your system.   I will not accept your lies.  Please review the first 2 recorded phone calls from August.  The 3rd call will let you hear a "supervisor " lying to me about the situation.   A credit of $25 is not acceptable for the amount of trouble you have caused.

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

   

  Business Response

  Date: 09/06/2024

  Thank you for referring the additional concerns of ********************************* to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  The rebuttal states:
  ****************** states the employee admitted the 2 cards are stored on file and then advised there is a glitch in the system.
  ****************** states he was advised the $25 credit is not acceptable amount.
  
  Ziply Fiber has reviewed these concerns and offers the following
  Account records show ********************** subscribed to Ziply Fiber internet service and was set up with autopay. Ziply Fiber records show Mr. ******** 07/19/24 bill in the amount of $97.00, due on 08/12/24 was scheduled to come out automatically by the due date. ****************** was sent email notification on 07/20/24, advising the amount and date of the scheduled auto payment and the bill advises DO NOT PAY- you are currently signed up for Auto Pay.
  Account records show that ********************** auto pay scheduled for 08/11/24 was cancelled, this was scheduled to be deducted from the card ending in 9551 and instead a one-time payment was made on 08/12/24 for $97.00 the transaction does not advise which card it was made from.  On 08/17/24 we received notification of a charge back for the payment dated 08/12/24 therefore the account was debited the $97.00 payment back.  Records show another payment posted for $97.00 on 08/23/24.
  Ziply Fiber autopay schedules and deducts the billed amount owing each month. Any account changes made after the bill generates do not go into effect until the following bill cycle, including previously scheduled auto payments.  Records currently indicate the only card on file ends in 9551.
  Ziply Fiber apologizes for any frustration ****************** has experienced, however Ziply Fiber does not provide compensation for time spent.
  
  Sincerely,
  Ziply Fiber

  Customer Answer

  Date: 09/06/2024

   
  

   

  Ziply is completely ignoring the issue here.  You have stored personal information without my knowledge or consent. I don't believe anyone has reviewed the RECORDED phone calls.  All you have done is deflect from the actual issue. 

  You have wasted several hours of my time.

  Please credit my account for whatever ridiculous amount you think is fair.  

  Complaint: 22170118
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************