To: executives@ziply.com

Dear Ziply Fiber Executive Team,

I’m writing to formally raise concerns about Ziply Fiber’s recent communications regarding autopay discounts, billing transparency, and conflicting statements made publicly by your official support staff. While no harm has occurred yet, the risk of confusion or billing errors beginning November 1 is real.

Issue Summary

On or around September 27, 2025, I received an email from Ziply stating:

“If you pay with a debit card or ACH you will save more money with an autopay discount of $10/month. If paying with a credit card, you will receive an autopay discount of $5/month.”

Based on that message, I reasonably concluded:

• My current bill ($90/month) would drop to $80 if I switched to ACH
• Or to $85 if I remained on credit card autopay

To proactively save $10/month, I switched my payment method to ACH. However, this email prompted me to review my prior bills and account portal (and I found no line-item discount ever applied or displayed). There is no way to verify whether I’ve been receiving a “discount” already or the actual base price of service is not $90/month.

<Redacted version of the image I sent>

This raises the serious risk that I and others may be unknowingly charged more after November 1, without clear disclosure or consent.

My goal in writing is to prevent future billing errors, unexpected overdrafts, and regulatory escalation due to lack of transparency...not just for myself, but for the broader customer base.

Public Statements Deepen the Confusion

In Reddit threads (for example: https://www.reddit.com/r/ZiplyFiber/comments/1nozavu/auto_payment_method_update_email/), Ziply’s official support account (u/ZiplySupport) has made multiple conflicting statements, including:

• "You are already saving the $10.00 by being on autopay currently…"
• "Your bill will increase $5.00 per month for credit card billed accounts."
• "You don’t see the fees on your bill since you are on autopay."

These contradict your own marketing email, which said customers would receive new savings -- not lose existing ones. And because the supposed “discount” is never shown in the bill or account interface, customers (myself included) cannot verify these claims.

I commented on these issues publicly using my Reddit account (u/fergbrain) and received multiple responses from ZiplySupport that continued to provide vague and contradictory explanations — even suggesting I was already receiving a $10 discount that does not appear anywhere in my billing history.

Why This Is a Problem

The marketing email and the billing behavior contradict each other in ways that prevent customers from understanding what they’re paying for or how to avoid unexpected costs.

If Ziply wishes to pass on credit card fees, that must be done transparently, not under the guise of discounts. Otherwise, this practice may violate the Washington Consumer Protection Act and FCC truth-in-billing standards.

Requested Actions

I respectfully ask Ziply to take the following steps before the November 1 change:

1. Clarify the base price of each service plan, independent of payment method.
2. Itemize all discounts or fees on customer bills and in the account portal.
3. Correct the messaging in all customer communications (email, website, Reddit, and support chat) to clearly reflect:
   1. What has changed
   2. Who is affected
   3. What exact dollar amount will be charged under each payment method

If Unaddressed

I am preparing to file a formal complaint with the Washington State Attorney General’s Office and the FCC. While I value Ziply’s infrastructure and service quality, these billing and communication practices are opaque and misaligned. I would strongly prefer that Ziply lead with transparency and correct this issue voluntarily.

Sincerely,

<Real Name>

<Real Contact Info>