Billing Issues and Unauthorized Charges on My Ziggo Account

[Eric101]

I subscribed to Ziggo at the beginning of October for an internet-only plan (200 Mbit/s download, 30 Mbit/s upload) at a promotional price of €24 per month for 9 months. However, I have encountered multiple billing issues:

1. November Overcharge: On November 18th, I was charged an additional €66.58 on top of the €24 monthly fee. This invoice was not visible in the "My Ziggo Invoices" tab, it was only sent via email, and the amount was debited from my ING account. Customer service admitted this was due to a mistake where two customer numbers were created under my account, causing me to be charged for another subscription. Despite this error, I was told I couldn't receive a refund.

2. December Overcharge: On December 30th, I was charged an extra €24 for December. This invoice did not appear in the "My Ziggo Invoices" tab, nor did I receive any email notification about it.

3. January Overcharge Notification: Today, I received an email stating that I owe Ziggo €90.58, yet there is no invoice available in the "My Ziggo Invoices" tab to explain this amount.

These repeated billing errors and the lack of transparency in invoicing are unacceptable. I request an immediate investigation into my account and assurance that this issue will not happen again. 

*Note: For some reason I am receiving the following message when I try to add photos for proof: "Unfortunately, the chosen action cannot be completed."

[Steefb]

@Eric101  remove screenshots, this is a public forum.

[Eric101]

How do I do this?

[Steefb]

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@Eric101  schreef:

How do I do this?

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With the 3 dots.

[Pasi]

Hallo,

WELKOM op dit openbare klant helpt klant forum, waar Ziggo Moderators regelmatig in ieder topic langs komen. Ze zijn te herkennen aan de "Community Moderator" toevoeging achter hun forum naam.

Om u te helpen, hebben de Ziggo mods natuurlijk wel uw Ziggo gegevens nodig. Dus zet ( als u dat nog niet gedaan heeft ) uw postcode en huisnummer in uw forum profiel, hiermee kan een mod uw gegevens achterhalen. Wilt u meer privé gegevens delen, dan kan u daarvoor ook het veld ''Persoonlijke opmerkingen'' gebruiken. Als u bijvoorbeeld de beide klant nummers weet, dan zou u die kunnen vermelden en dáár ( als u dat weet ) ook aangeven welke nummer volgens u het juiste is.

De Ziggo helpdesk ( tst 1200 ) u volgens mij hiermee NIET helpen, dus zou ik de helpdesk niet bellen. Tevens is de kans dat u daar een Engels pratende helpdesk medewerkers 'vindt' erg klein ( nihil ? ).

Een Ziggo mod kan dit voor oplossen. Wacht u totdat er één langs komt en zodra deze uw vraag gaat behandelen zal hij/zij zich hier melden.

Google translate.

[Alex]

Hi @Eric101, welcome to the Ziggo Community!

I'm sorry you're experiencing these billing issues without a proper solution. To be honest, I'm a bit surprised my colleague told you that a refund wasn't possible. There were indeed 2 active accounts and you were charged twice. I see no reason why we couldn't and shouldn't make that right. The invoices are not appearing in Mijn Ziggo, because they're from a second customer ID.

I created a first refund on that customer ID. However, it's not the total amount yet, because there will also appear an automatic refund because you were charged in advance and the subscription stopped in the meantime. These automatic refunds will appear in a few days. Let's stay in touch this way and we'll check at the end of next week if everything was handled properly. We will make sure there are no costs/charges left on that account. Please keep in mind that in the meantime it's possible you will receive automatic messages regarding overdue payments.

[Eric101]

Hi Alex!

Thank you for your prompt response and for taking the time to investigate the issue. I truly appreciate your effort in solving this issue. It’s reassuring to hear that additional automatic refunds are expected to follow and that steps are being taken to resolve the problem entirely.

I will keep an eye on my account and any updates regarding the refunds over the next few days. If any further charges or messages regarding overdue payments come through in the meantime, I will inform you immediately.

Thank you once again for your support in resolving this matter!