Cut off phone line to a vulnerable person
Elderly friend recently swapped to zen after reading about their award winning customer service. What an absolute joke that is.
You have left an elderly housebound woman without a phone line. Her husband is in hospital!
I could not get through to your help line as it was always busy. Got through to online chat eventually. To be told there was nothing they will do till 4th November! That is outrageous. The lack of care and understanding was shocking. Your agent, Zoe1 I think she called herself could not care less that my friend could not even call 999, let alone the hospital to see how her husband was. Where is your award winning customer service?
I had to rush out and buy her a prepaid mobile phone so I can at least be sure she can call for help and the hospital.
You cut her phone off on 28th October and won't do a single thing until 4th November!
Shocking, irresponsible and dangerously uncaring.
Reply from Zen Internet
Good afternoon Liz,
Thank you for contacting us and sharing your concerns. I’m truly sorry to hear about the distressing situation your friend has experienced, especially given her circumstances. Please accept our sincere apologies for the loss of service and for the worry and inconvenience this has caused.
We completely understand how important it is for your friend to have access to a working phone line, particularly at a time like this and I’m very sorry for the upset caused by both the delay in resolution and the way this matter has been handled so far.
We’ve asked separately for some further details so that we can locate your friend’s account and investigate this as a priority, to understand the challenges that are currently being experienced with this order. Once we have the necessary information, we’ll review what has happened and work to resolve this as quickly as possible.
Thank you for bringing this to our attention. We take situations like this seriously and will do everything we can to put things right.
Kind regards,
Craig