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My Ziply Fiber billing of 12/04/21 indicated my payment had not been received for the previous month's service, and so I was charged again for that service period as well as the current service period, plus late fees. I checked my bank statement and found that they had cashed my check for that so-called missed payment before the due date, proving they had indeed received my check and received it on time.

I wrote a detailed letter of explanation and sent it with a copy of the cleared check, enclosing my regular payment for the current service period, fully believing that that would take care of it. The next month (01/04/22) same thing - this billing still charged for that November "missed payment", again with additional late fees. I called the customer service/billing department and spoke with a very nice lady there. Bottom line: "collections" still insisted they had not received my payment and "there is nothing we can do".

After being on hold a long time to speak to her supervisor, she said her supervisor, Louie, would have to call me back that same day. Of course, no call was received. So, I mailed in my regular payment then, minus the amount they said I had not paid plus late fees, and a second letter of explanation (attaching a copy of my first letter containing a photocopy of my cleared check) to Ziply Fiber, so that my payment for the current service period would not be late. I am shocked that my first letter was completely disregarded, as was my bank's proof of payment via the cleared check!

This makes no sense at all! - I have tried to contact someone at Ziply Fiber at their corporate headquarters multiple times only to have the phone ring once or twice then switch to a busy signal. I also tried to call Northwest Fiber, who shares the same physical address as Ziply Fiber's corporate headquarters, only to get a recording indicating "WAVE Capital" not Northwest Fiber. Very strange, since WAVE would seem to be a competitor.

I have had no luck trying to contact an actual Ziply Fiber person of standing with which to discuss this ridiculous billing. I think it is time to change!

User's recommendation: Avoid these people like the plague!

Preferred solution: Response to my letters and copy of the cleared check that prove, and a current billing that reflects, that I have made all payments, and that payments via physical checks were cashed by Ziply Fiber and were made on time..

Location: Snohomish, Washington

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#2117144

I am encouraged! Not long after I posted this review in extreme frustration, I was contacted by a very nice gentleman from Corporate Relations at Ziply Fiber who has been of immense help.

after he contacted me through a serendipity of incidents, I have forwarded my documentation to him and am confident that the necessary corrections to my account will be made. I also re-learned something in my old age: there are always people willing to help if you can just reach them. I would suggest that Ziply Fiber look into areas where they can improve communication avenues and eliminate practices that only contribute to problems like I and others have experienced.

So, at this point, I would like to correct my recommendation to read: "Just keep good records". There are folks at the other end of our frustrations who are just like us and eager and willing to help if they can be contacted.

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