Account overcharge, no refund, no communication... | Community
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Account overcharge, no refund, no communication...

  • April 18, 2024
  • 4 replies
  • 0 views
R

Dear Zendesk people, it's been over 5 months since you started over-charging us by over 100%.

 

It's 3 months since you acknowledged this mistake and told me a refund would be processed.  

 

I have 6 closed tickets after talking to your useless chatbot.

 

We've been a loyal customer for years, and now I can't even get a person to pick up the phone to me and fix this problem.

 

You now have 7 days to rectify this situation or we're off, and our solicitor will be in touch (if you can answer my message asking for a correspondence address!)

 

    4 replies

    Brett13
    • Brett13
    • Community Manager
    • April 18, 2024
    Hey Ross, 
     
    Sorry to hear that this issue has been going on for 5 months now and I hope I can help on my end! 
     
    I see you have a ticket open with the appropriate team and I can confirm that they are actively working on it.
     
    I've also followed up with them to share your post in the community so they're aware of these frustrations so they should follow up with you soon.
     
    Let me know if there's anything else I can help with in the meantime!
    R
    • Ross14
    • Author
    • April 23, 2024

    Hi Brett

     

    Thanks for your reply, but they are definitely not “actively working on it”.

     

    It's now 6 months, and you've just invoiced me for the wrong subscription again, and there is no sign of a refund, it's getting a bit silly now. 

     

    Surely it will take someone all of 10 mins to review our account, confirm the overcharge, amend our billing and refund us?

     

    You have 2 days left before we instruct our solicitors.

     

     

    R
    • Ross14
    • Author
    • May 7, 2024

    To anyone reading this, do not consider Zendesk as a viable option.

     

    The product is great, but they now adopt a complete hands off approach to dealing with customers and will knowlingly, fraudulently take money from your account.  They owe me over £3000 now.

     

    It is 2 weeks past the above assurances, now over 6 months since they started to overcharge me.

     

    Not a single phone call, not a penny refunded, just a stream of hollow assurances that my problem will be dealt with, utter nonsense.

     

     

    R
    • Ross14
    • Author
    • May 23, 2024

    Update - we have now been refunded, and our monthly invoice has been corrected.

     

    Thankyou for sorting this, it's a shame I had to go through so many hoops for something so simple.

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