Advice needed please - zen messing me about

snarlsbukowski · 15 August 2023 at 5:35PM

I've had Zen internet for around five years. The service was fine up until this past year.
WHen I changed addresses I was assured they would terminate my old service and account as obviously I'm no longer at that address. However I realised they had been overcharging me for this old service for around 4 months.

After a lot of very poor customer service and around 5 phone calls I was notified it was of course a mistake and they would indeed backdate cancellation of payments and I would be "refunded" for this service I was not using.

Now they have come back to me a week later and said they may not be doing that.

At this point I feel I'm being royally messed around. Who could I take this matter to if they refuse to give me my money which I am very clearly owed?? Trading Standards??

brewerdave · 16 August 2023 at 10:00AM

Have they said why ?? If they haven't given a satisfactory answer then raise a formal complaint with them

snarlsbukowski · 16 August 2023 at 10:53AM

brewerdave said:

Have they said why ?? If they haven't given a satisfactory answer then raise a formal complaint with them

Previously they have said that it is of course right that I be refunded the amount I paid monthly for the past 4 months for a service going to my previous address as they should have automatically terminated the service as agreed. They have even promised to get this done...

BUT, now they are saying that the refund is denied as they claim I should have let them know I no longer wanted the extra service (and that "they are going to look over their call logs").

Through the many calls I've had with them they clearly stated that the service at my old address would be terminated automatically upon my move of address (technically when my first bill at the new address went out). So they are clearly just trying to keep the money I've paid by changing their tune and scamming me. Which is crazy to me.

My only error is that I didn't see for 4 months (whilst my life was hectic) that they were charging me twice. It was obvious I wasn't in the old address as I had notified them of this back in april.