Direct Debit

You can change your payment method for one, or all your services to Direct Debit in the Customer Portal by following these steps:

• First go here, enter your login details, and click "Sign In"

• Select the menu for “Services Billed to Me”
  
• You will see a list of your services, select the one you wish to change to Direct Debit by ticking the box next to the service
• Now, click "Select Services(s)"
• Click "Change Payment Method" then "Next"
• Click "Enter a new payment method" then "Next"
• Select "Direct Debit" then "Next"
• Follow the instructions, entering the details requested until the wizard is complete

Note - If you have an existing Direct Debit arrangement with Zen and wish to add another service to the instruction, please contact our Customer Billing Team on 01706 902003 (select residential customer) between 9am and 5pm, Monday to Friday (excluding Bank Holidays).

If you are unable to set up a direct debit or would like to amend the date of the collection, please contact the Customer Billing Team on 01706 902003 (select residential customer) between 9am and 5pm, Monday to Friday (excluding Bank Holidays).

If you pay by direct debit, you will receive an advance collection notification, this details the charges to be collected. This will be issued 7-20 days prior to the direct debit collection date. 

If you don’t have a direct debit set up and wish to do so, please refer to ‘How do I pay my bill section’.

If you are not paying by direct debit your invoice is issued 7-20 days prior to the due date.

Your advanced collection notification/invoice will be emailed to the contact email address provided, to us when you placed your order.  If you need to update these details, you can do so on the "My Profile" page of the Customer Portal, by logging in when prompted to do so.

You can check your contract details in the Customer Portal by following these steps:

• First go here, enter your login details, and click "Sign In"
• Select the menu for “Order History”
  
• All your services are listed, the status of your contract appears in the column marked status. Here you will find all the information about your contract including the length of the contract and the contract end date
  
• Services marked as "Out of contract" will continue to bill on their regular billing cycle. If you wish to cancel, then follow our "How do I cancel my service" section below if you require assistance, please contact our Customer Billing Team
  
  Early Termination Fees (ETCs) may apply if services are cancelled before the contract end date
  

If you’d like to cancel a service you have with Zen you can do so by calling the number below and choosing the option for cancellations:

01706902001

Or by sending an email to:

cancellations@zen.co.uk

If you do choose to email us, please include details we can use to identify your account such as username, order number or service telephone number.

If you pay by Direct Debit, any credit notes raised on your account will be automatically allocated against your next bill to reduce the collection on your next Direct Debit.

Alternatively, if you would prefer a refund, please contact our Customer Billing Team to arrange a BACS refund

All our invoices are sent via email, it is possible we may have an incorrect or out of date email address for you.

You can update your contact details on the "My Profile" page on the Customer Portal, logging in when prompted to do so.

It is also possible that your invoices and correspondence from Zen may be going into your junk mailbox therefore, you will need to add Zen to your contacts list to ensure any correspondence is sent to your inbox.

Follow the steps below to find your billing history which includes all your invoices in the Customer Portal:

• First go here, enter your login details, and click "Sign In"
• Select the menu for “My Billing”
• Select Billing History
• Click History
• You will be presented with a list showing your billing history, including invoices.  Click "View" to see an invoice or click Email PDF if you would like to receive a copy via email.

The new Ofcom voluntary auto compensation scheme went live on 1st April 2019 which we've volunteered for.

If you’re a residential customer with a landline or broadband service, you’ll be eligible to receive automatic compensation when our service to you falls short of the required standards. Click here to find out more.

Due to regulatory conditions, we can only accept your banks details on an official Direct Debit Mandate, when setting up your Direct Debit.

You can set up a Direct Debit using the Customer Portal. Follow our "How do I pay by Direct Debit" section above if you require assistance, please contact The Customer Billing Team.