In reply to:

---

But failing that, I would assume that all accounts which are paid for out of a personal, named individual's account should be classed as private customers while those paid out of a company account are obviously business customers.

---

I pay by standing order - Zen have no idea if my account is a business account or personal.They just receive the money with the appropriate reference code saying this payment is for my account. Of course, Zen could just ask customers explicitly, and set a default based on that information, possibly adding a configuration option to the portal to allow this to be customised, or at least changed.

I don't think treating all customers on one style of account as the same really solves the problem, it might reduce the number of residential customers who have issues while still causing audit problems for those business customers who may use 'home' accounts. So you still have the same overall problem, just on a smaller scale.

So, yes, I agree it is possible for Zen to handle this better, and I also see that there are reasons why the current process is as it is. It does seem that there is room for improvement.

Ruz

Great, so because your mobile works that way, that's the right way? I don't think so.

I *do* deal with this sort of stuff all the time, and I'd not be too happy if Credit Notes got dealt with automatically. A "CREDIT" on your bill is NOT a Credit Note in the case you use as an example.

The point is that if I issue a "credit note", I'm issuing a NOTE of CREDIT. In a busy company which does many transactions, "automatic" processing of credit notes would be awful if the "auto" application onto another invoice happened while my payment for another invoice in full had already been released. It would be more trouble than it is worth.

HOWEVER - since the topic has come up, I do find that getting Zen to deal with credits a complete nightmare. Every time I have asked for Zen to refund the credit amounts back to our card, it is a shambles. We've had to ask 8-9 times before, no word of a lie.

My view is that Zen need to improve this area for sure - while I don't think they're doing anything wrong with the Credit Note as such, I agree it would be useful if they made it clearer to customers, particularly consumers, who aren't generally familiar with the process of credit notes on how to do something about them. I suspect Zen have been the gainee of some cash over the years from unclaimed credits which ultimately end up in the "other income" category.

It would of course also be helpful that they process them when requested. :-)

Mike,

Agreed, including the bit about BT's Private Circuit Billing :-)

You should try changing to a more honest ISP which when it says it is going to give you a refund actually carries it out without needing any further action on your part!

*yawn*

I thought trolls hibernated for winter?

Ruz

That's definitely not pussnet then. It took me over six months to get a refund out of those clowns.

Obviously not - first spotted on the Plusnet forums.

Within the last year or so?

Or is your comment about something that happened some time back?

Yes, you were, weren't you...

In reply to:

---

You should try changing to a more honest ISP which when it says it is going to give you a refund actually carries it out without needing any further action on your part!

---

Is that some kinda joke?

Try Tiscali/Pipex they have to be the worst at ISP at getting your money back!