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b4dger
(knowledge is power) Tue 06-Dec-16 10:08:56

Zen Phone - Home Talk Plus. Charged for 0345 call

[link to this post]

In my latest phone bill I was surprised to see I've been charged for calling an 0345 number. I thought these numbers were free in my call package?

I've been on Zen's Home Talk Plus for a number of years.
Looking on Zen's website I can't see this package available only a more expensive 'Line Rental Plus', but I can see tariff info that shows 03 numbers are free.

I thought I would start by asking here rather than asking Zen directly to see if anyone else has noticed this.

Hmmm^UK... Understanding ADSL | Map Coordinates | and more... twitter/HmmmUK
SNR: Netgear DG834>2Wire 2700>Thomson ST585v6 My Router Experience

professor973
(knowledge is power) Tue 06-Dec-16 11:40:06

Re: Zen Phone - Home Talk Plus. Charged for 0345 call

[re: b4dger] [link to this post]

0835 numbers are inclusive rather than free, so should be free in most inclusive packages.

deleted
(deleted) Tue 06-Dec-16 11:43:25

Re: Zen Phone - Home Talk Plus. Charged for 0345 call

[re: professor973] [link to this post]

The question is about 0345 numbers.

deleted
(deleted) Tue 06-Dec-16 15:20:33

Re: Zen Phone - Home Talk Plus. Charged for 0345 call

[re: b4dger] [link to this post]

Hi - Please would you ring our customer services team who will be happy to look into this for you. They'll refund any call charges if an error has been made.

Thanks
Gary

deleted
(deleted) Tue 06-Dec-16 16:39:06

Re: Zen Phone - Home Talk Plus. Charged for 0345 call

[re: deleted] [link to this post]

In reply to a post by RegulatoryZen:
Hi - Please would you ring our customer services team who will be happy to look into this for you. They'll refund any call charges if an error has been made.

Thanks
Gary

However if you are disconnected by Zen and it's their fault they won't refund they will chase and chase and chase until they get paid.

Something OFCOM I am sure will be looking into soon -

b4dger
(knowledge is power) Tue 06-Dec-16 16:39:48

Re: Zen Phone - Home Talk Plus. Charged for 0345 call

[re: deleted] [link to this post]

Thanks.
I take it that 'Home Talk Plus' is still available as a legacy package and I won't be shooting myself in the foot by getting this investigated and end up on your current dearer package? smile

Hmmm^UK... Understanding ADSL | Map Coordinates | and more... twitter/HmmmUK
SNR: Netgear DG834>2Wire 2700>Thomson ST585v6 My Router Experience

professor973
(knowledge is power) Wed 07-Dec-16 11:29:16

Re: Zen Phone - Home Talk Plus. Charged for 0345 call

[re: deleted] [link to this post]

SO I can make a typo and not my fault the stupid site will not allow an edit - My answer is still valid regarding charge - What's it like to be perfect?

Edited by professor973 (Wed 07-Dec-16 11:32:17)

professor973
(knowledge is power) Wed 07-Dec-16 11:31:12

Re: Zen Phone - Home Talk Plus. Charged for 0345 call

[re: deleted] [link to this post]

Never got what was owing refunded when I left Zen - Just a credit not eof little use unless I return!

Jax2
(member) Wed 07-Dec-16 12:46:55

Re: Zen Phone - Home Talk Plus. Charged for 0345 call

[re: professor973] [link to this post]

I got the same thing when I left BT, I still get a bill from them every now and then which says I have £3 credit which I could redeem against my next bill.

deleted
(deleted) Wed 07-Dec-16 13:35:16

Re: Zen Phone - Home Talk Plus. Charged for 0345 call

[re: professor973] [link to this post]

Just call them up to arrange how it will be refunded. I left my direct debit in place and they refunded me through that, though the refund has shown up as a FPI (Faster Payments Incoming) so I don't think they even used the DD.

This is one of the things I like(d) about A&A - they bill you after the entire period of service for which the bill is for, which means, under normal circumstances, credit notes and refunds don't need to be issued.

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