Payment processing error

Issue

We have identified a new payment issue affecting November auto payments (isolated to November 30th, at this time). These payments were not debited as scheduled in November due to an error and were later debited on 12/16/2025 by Ziply Fiber, without any notice to our customer.

In the below example, we can see a payment was NOT deducted in November but was later processed on 12/16/2025.

Agent Action

If you encounter someone inquiring on the failed payment, apologize for the error and offer to credit any late fees that weren't already refunded.