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Standard User IamQ
(experienced) Wed 09-Apr-14 18:09:38
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Zen home phone - billing trouble/direct debit only?!?!


[link to this post]
 
Zen,

I was trying to move my phone line to you till I got as far as the billing process...

It wont let me select anything other than direct debit for paying for the phone line even though it shows options for other things.

I'm NOT interested in paying by DD I'll pay as I do now on account from a card of my choice - BT don't have access to my back account (and charge for the privilege) Zen won't get access to my account either.

Can someone confirm if this is a system problem, or you are *forcing* people to pay direct debit only.

If it's the latter then bye bye - you won't get my phone line or any of the other people I was going to migrate to you...
Standard User professor973
(experienced) Wed 09-Apr-14 18:49:19
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: IamQ] [link to this post]
 
Most suppliers do these days. The only one I know that will let you pay where and by which method you like, even at a Post Office counter with a paper bill, is the Post Office. There is NO penalty for this.
http://www.postoffice.co.uk/home-phone?intcampaignid...

Zen Home Talk Plus - Freeola Family Broadband.
http://speedtest.net/result/2690543838.png

Edited by professor973 (Wed 09-Apr-14 18:51:52)

Standard User IamQ
(experienced) Wed 09-Apr-14 22:26:48
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: professor973] [link to this post]
 
Can't/wont use post office - too many people have had problems. I was hoping to go to Zen but looks like I'll end up staying with BT for the time being.

What's the point putting the options on the site but not letting you pick them... Poor show Zen. I can think of a number of people for whatever reason who don't want to/cant pay by direct debit... I hope someone picks up on this and comes back with a 'valid' official response.


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Standard User professor973
(experienced) Thu 10-Apr-14 01:28:07
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: IamQ] [link to this post]
 
Far less complaints about them than any other ISP here. What few there are, are about not knowing suppliers. Only problem I found with them was the mail servers down in the evenings.
Until recently, they were managed by BT and their White Label service, which might explain the few complaints there were. For phone only, it's the usual Wholesale Line Rental from BT anyway, so why pay more than you have to.

Zen Home Talk Plus - Freeola Family Broadband.
http://speedtest.net/result/2690543838.png

Edited by professor973 (Thu 10-Apr-14 01:30:35)

Standard User lexden16
(member) Thu 10-Apr-14 08:46:30
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: IamQ] [link to this post]
 
In reply to a post by IamQ:
Can't/wont use post office - too many people have had problems. I was hoping to go to Zen but looks like I'll end up staying with BT for the time being.

What's the point putting the options on the site but not letting you pick them... Poor show Zen. I can think of a number of people for whatever reason who don't want to/cant pay by direct debit... I hope someone picks up on this and comes back with a 'valid' official response.


Why don't you just ring them and ask rather than waiting for a response that you might never get. I have both my BB and phone with Zen and I have found that their billing procedures are second to none. I get an itemised invoice for the services that they provide and confirmation when the bill has been paid. This might answer some of your billing queries. It does seem that Zen only offers credit terms to its business customers::

http://support.zen.co.uk/kb/Knowledgebase/Manage-You...
Standard User IamQ
(experienced) Thu 10-Apr-14 17:31:54
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: lexden16] [link to this post]
 
I'm working shifts and only awake when Zen are sleeping... I don't expect to have to call up and talk to people in this day and age to be honest...

I don't have to call BT when I have an issue, I don't have to call my electric company when I have an issue... They reply to twitter, email and web chat... Some even do it 24/7

Edited by IamQ (Thu 10-Apr-14 17:33:25)

ISP Representative SkyFire
(isp) Fri 11-Apr-14 12:17:14
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: IamQ] [link to this post]
 
Hi,

Can you PM me your username please and a member of accounts will get in touch with you.

thanks,
Phil.

--
Phil Long
ZeN Performance and Process Improvement Manager

Edited by SkyFire (Fri 11-Apr-14 12:17:32)

The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User IamQ
(experienced) Fri 11-Apr-14 18:39:34
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: SkyFire] [link to this post]
 
Thank you Phil, PM sent.
Standard User techguy
(experienced) Mon 14-Apr-14 20:51:21
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: IamQ] [link to this post]
 
There are very few companies I'd say I trust implicitly but having dealt with them for over three years Zen are one of them and you'll definitely be in safe hands, if you do happen to talk to them you'll find it is a breath of fresh air compared to BT and a very pleasant experience.

Most companies prefer DD as it takes out the card processing cost and gives them a bit of security against card declines.

First landline moved when they started the service and main one moved last year, only moved the broadband away as at the time the usage allowance was too low and was subject to BT line management which didn't work well on my long line.

Now on their LLU service which is very good indeed.

Virgin (ADSL) => Namesco => Newnet => O2 => Plusnet => Zen => Newnet => Zen => Freeola => Vivaciti (using O2 Wholesale DSL) => Xilo (C&W Wholesale) => Xilo (O2 Wholesale) => Xilo (TT Wholesale due to O2 Wholesale closure) => Zen LLU
Router: Billion 7800N
Note: I don't lay turf for anyone. astro or otherwise, all views and opinions expressed are my own based on experience.
Standard User IamQ
(experienced) Tue 15-Apr-14 22:16:09
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: techguy] [link to this post]
 
Card processing cost isn't really much of an excuse in this day & age, depending on the card it costs so very little its a case-less argument.

Most companies prefer DD as they can dip into your account when they feel like it and take as much/little as they like... - Any account error or problem or payment issue the money just gets taken - then you have to wait for the refund after you have called up to resolve the matter. Set & forget is what people like till something goes wrong or there is a dispute. It also makes people lazy so they don't always know what there paying for & never question anything which may be wrong.

I can think of countless people (individuals & companies) who have been caught out with DD issues.. Anyone remember the charity who made a decimal place error one year round Xmas/Boxing day? I forget who it was now, but someone giving £10/Month DD suddenly found they had given £100 etc. then they had to wait for refund some days later.

If your credit is not in question and have a standing relationship with a supplier then I don't see there should be an issue as to how someone pays a bill - provided its paid on time and within terms etc. I've never had any payment or billing issues with Zen over any of my services including those managed for others. It not a matter of 'trust' in that respect, its more a matter of I want to pay for a service in a fair and reasonable way the say as I currently pay for existing services with the same supplier.


My situation is in hand anyway following a couple of calls.

Edited by IamQ (Tue 15-Apr-14 22:18:51)

Standard User Adam3k
(knowledge is power) Wed 16-Apr-14 09:06:03
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: IamQ] [link to this post]
 
In reply to a post by IamQ:
Any account error or problem or payment issue the money just gets taken - then you have to wait for the refund after you have called up to resolve the matter.


Or call your bank and get an immediate refund. Call the suppler advise what you have done and get them to take the balance on next collection. smile

Most companies prefer DD as they can dip into your account when they feel like it and take as much/little as they like.


Just like they can with your credit or debit card details on file? And its more hassle to dispute that.

-------------------------------------------------------------------------------
StructuredCommunications Bonded FTTC 74.5Mbps Download & 22.4Mbps Upload.

Edited by Adam3k (Wed 16-Apr-14 09:15:41)

Standard User IamQ
(experienced) Wed 16-Apr-14 09:37:03
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: Adam3k] [link to this post]
 
They can only use your card details if 1 they have specific consent to do so, or 2 you have allowed a CPA against the card...

And never had a problem with a credit card dispute... Had more problems with a DD dispute.

CPA is a different matter.
Standard User Geordish
(learned) Wed 16-Apr-14 09:59:14
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: IamQ] [link to this post]
 
In reply to a post by IamQ:
Any account error or problem or payment issue the money just gets taken - then you have to wait for the refund after you have called up to resolve the matter.


The company has to give you advance notice of what they intend to collect (10 days I believe) which should be ample time to get in touch with the company if you believe it is incorrect.
Standard User gmoorc
(committed) Wed 16-Apr-14 12:35:59
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: Geordish] [link to this post]
 
Depends on the company.
I was billed incorrectly for 6 months by Plusnet and each time I phoned/raised a ticket after receiving a DD notification was told that they would have to issue a refund after the DD had gone through!

xilo Fibre+ BQM
Standard User hoopla
(member) Sat 19-Apr-14 14:11:31
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: IamQ] [link to this post]
 
Sorry, IamQ, but you are just plain wrong.

Taking money by credit card costs between 1.75% and 2.25% on top of the bill, depending on how much of a rip-off the bank is.

Direct debits cost little or nothing extra.

The Direct Debit Guarantee is given by your bank, not by the seller.

Read it and you will discover that they are very well covered indeed. Any wrong payment and you can get the money back from your bank, regardless of what the seller says.

The DDG protects you so well that it seems amazing that such a deal is offered - but it is!
Standard User IamQ
(experienced) Sat 19-Apr-14 20:02:05
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: hoopla] [link to this post]
 
In reply to a post by hoopla:
Sorry, IamQ, but you are just plain wrong.

Taking money by credit card costs between 1.75% and 2.25% on top of the bill, depending on how much of a rip-off the bank is.

Direct debits cost little or nothing extra.


I didn't specifically say anything about *credit* cards. I am aware of the fees charged to clear *some* *credit card* transactions and that was not the point that was being made. Don't you notice how a lot of merchants don't accept specific card types or make you specifically aware of any additional charges if you try and use an 'odd' card for a transaction.

What about *debit* cards? (Ignoring CPA)

Your comments are by-the-by. In this specific instance BT (for example) would charge a payment processing fee for *anything* other than DD - granted the cost was out of proportion to the payment I was still happy to pay. The point is not protections or anything else, its about customer choice, the same as where and how you buy/pay for your fuel, train tickets and weekly shopping.

Companies who understand customer choice tend to do a lot better than those who don't - Zen have proven themselves over & over again when it comes to listening to feedback and being able to manage every request/order in a human way looking at circumstance, relationship and the bigger picture - not just looking at a script or a software package which tells them how to deal with the customer.

Edited by IamQ (Sat 19-Apr-14 20:03:11)

Standard User RubyP
(newbie) Thu 24-Apr-14 08:31:05
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: IamQ] [link to this post]
 
Any specific reason IamQ for not supporting direct debit payment solutions? Donít you find it a convenient, quick and hassle free form of payment? Even if there had been a faulty payment, you can always receive a refund from the bank under the Direct Debit Guarantee Scheme.
Standard User lexden16
(member) Thu 24-Apr-14 14:58:22
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: IamQ] [link to this post]
 
I am not really not sure that this thread is worth the webspace. At the end of the day, it comes down to choice. If a retailer is not prepared to accept payment in a certain form then go to someone that does. Zen's market research will tell them whether they are missing a trick. I suspect that given the guarantees that exist, Zen knows that the majority of its customers prefer to use DD as a way of payment. I have moved home 23 times in 35 years as required by my employer, and I have never had an issue with DDs as a way of paying my bills.
Standard User Stevenage_Neil
(member) Thu 24-Apr-14 15:55:53
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: lexden16] [link to this post]
 
Has nobody noticed the OP's Startrek name?

He probably wears a tin foil helmet and has his house walls lined with lead.
Standard User IamQ
(experienced) Mon 28-Apr-14 21:49:49
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: Stevenage_Neil] [link to this post]
 
In reply to a post by Stevenage_Neil:
Has nobody noticed the OP's Startrek name?

He probably wears a tin foil helmet and has his house walls lined with lead.


While I send my minions to chew through your phone line.

Lol grow up people - if you have nothing constructive to say keep quite. A golden rule many appear to forget
Standard User IamQ
(experienced) Mon 28-Apr-14 21:51:21
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: lexden16] [link to this post]
 
In reply to a post by lexden16:
I am not really not sure that this thread is worth the webspace.


Your comment wasn't worth the time it took you to type - so why did you bother... (No reply required)
Standard User Stevenage_Neil
(member) Mon 28-Apr-14 22:23:58
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: IamQ] [link to this post]
 
In reply to a post by IamQ:
......many appear to forget


Ha! You seem to have forgotten, even after reading all the comments on this thread, that DD is the safest way to pay bills. I really do not understand your paranoia, (unless you are related to the Escobars). If I were you I would be more worried about the information gleaned from yourself by using a Nectar or Tesco Club card.........not to mention the people monitoring your position by mobile phone, (GPS enabled or not).

Sweet dreams..........
Standard User caffn8me
(knowledge is power) Tue 29-Apr-14 04:34:52
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: Stevenage_Neil] [link to this post]
 
A DD may not be a safer way to pay bills for someone with an unpredictable income. If a DD is refused because of insufficient funds in the account, it usually incurs a hefty charge. Refusal of a debit or credit card costs nothing.

Sarah

--
If I can't drink my bowl of coffee three times daily, then in my torment, I will shrivel up like a piece of roast goat

Spiders on coffee - Badass spiders on drugs
Standard User IamQ
(experienced) Thu 01-May-14 10:02:33
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Re: Zen home phone - billing trouble/direct debit only?!?!


[re: Stevenage_Neil] [link to this post]
 
I think you need to keep away from threads where you have no valid input and no valid contribution. I've seen some of the other drivel you come out with on this forum, talking about people's OCD, and who monitors an internet connection 24/7, and moaning about people's grammar etc.

Oh & don't worry about GPS I have access to far more things that you would ever want to wish for...

Edited by IamQ (Thu 01-May-14 10:03:23)

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