migrated but still being charged

not amused, thought everything was going smoothly, when suddenly I get an email saying that payment will be taken on January 10 2007 for the period of 10 January to 9 February.

this despite logging a migration request on 26 November, with 10 December as the cancellation date, and actually migrated away from Zen on 6 December.

BT have told Zen that I am still with Zen, and the MAC code has not been used despite actually migrating away on the 6 December.

This I could really do without especially at this time of the year, hopefully a Zen staff will be able to look into this and get this resolved quicker than the timeframe for replying to my emails.

Zen customer service told Zen accounts that I would need to put in a cancellation request, however as the migration request is still open, I can not, and tbh, I don't really want to pay for another 14 days notice, despite already paying for a service that I have not used at all since migration away.

what a way to ruin someones christmas :|

Issuing a MAC code does not in itself mean that the service will be cancelled, as the Customer may not decide to use the code.

We reply on BT telling us the service is no longer with us before it can be cancelled. If BT Wholesale don't advise us of this then we can't tell that its no longer current. If however you raise this issue with our CS department they can probably ask BTW to double check, and hence set the record straight. Any overpayment can be refunded.

It appears as though Zen accounts think your still with them and by not using the migration code within the 30 day time frame would confirm this. I'm sure they will sort it out for you very quickly and to your satisfaction if you phone the accounts dept as soon as they are open again during the holidays. I would try not to worry too much about this as you will find Zen a very honest company to deal with. Merry Christmas to you and I hope this does not spoil your Christmas break.

no doubts that Zen are a honest company, I know it is BT we are dealing with

just worrying that Zen are saying that BT are saying that I am on the Zen network, and the MAC code issued has not been used :| but like I said, requested on 26 November, and successfully migrated on 6 December :| now given that in a few days, the migration request will no longer be vaild, I just don't want a headache chasing stuff up, when I should be buying the last few presents and making preperations :|

what days are Zen phone support open over the xmas period? and what times?

Merry Christmas to you too and well tbh, this is just one problem that I may have to deal with over Christmas, although in comparison to the other problem, this is merely nothing but annoyance, as the main thing on my mind will be driving from Halifax to Edinburgh for a funeral :| hence not wanting to waste time chasing stuff up.

Edited by wytey (Sat 23-Dec-06 01:08:17)

thats the problem James.

what if, a big if, but being BT totally plausible if they were to double check, and say the same thing? despite according to Be that a BT engineer toddled off to the exchange, and did the stuff to move me from Zen to Be on 6 December, should they not be able to see that in their records?

I'll give CS a buzz tomorrow, they are open yes? don't want to wake up too early to find that they are not

Customer billing are open 9 - 5 weekdays only wytey, not sure about the holiday period but I would think it will be Wednesday morning now before someone will deal with your request. One of the staff will correct me if I'm wrong.

Technical support are open 9-5 on the 23rd and 24th Dec (as usual)
They are closed on the 25th and 26th Dec and 1st Jan
Normal hours apart from these (8-8 weekdays, 9-5 weekends)

Customer services are also closed on 25th, 26th Dec & 1st Jan. I believe they are only open 9-5 on the 27th - 29th Dec (usual hours are 8-6 Mon - Fri, closed on weekends )

cheers

I'll give CS a buzz in the morning, as according to accounts, they have removed my card details, so in theory, no payments should be taken.

I may just bite the bullet, and not wait faffing around and just request a cancellation, it won't have any effect on my new ISP will it?

In reply to:

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I'll give CS a buzz in the morning

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CS won't be open again until the 27th as per: http://www.zen.co.uk/default.aspx?headlineid=88&page=38

hth

indeed I slept in anyway, and had to rush to work, so even if they were open.....