Ongoing issues with resolving a mistake that Kinex have made.
They’re trying to charge me £570 early termination fee after my business was forced to close due to Covid.
When I moved premises part way through my contract, rather than just changing the address and moving services like their T’s abs C’s state and like I requested, they started me on a new contract which is now resulting in such high charges!
One member of staff actually noticed this mistake and told me I should actually be out of contract, so shouldn’t owe anything!

This has been being investigated for weeks and I’ve had to make several calls for updated despite being told they would contact me.

After nearly 7 weeks, I am still no closer to resolving the issue. Constantly pushed from pillar to post. Nobody wants to help becuase they’ve made a mistake.
Although calls are recorded, conveniently, the one where I called asking to MOVE premises and not start a new contract, can’t be found!

I’m constantly told someone will call me to discuss the investigation, yet the only calls I’m receiving are regular ones from the credit control department who keep demanding the full payment, despite telling me it’s STILL being investigated. They told me to cancel the direct debit, then call me to complain that I cancelled it when they couldn’t take the payment.

Last Friday I was told the harassing calls for payment would stop and this morning I receive another one! I’ve also been threatened with additional charges and late payment fees if I don’t pay the full balance immediately. It’s actually really distressing and upsetting. I just want to talk to someone who will look in to it properly and help! I’m happy to pay what I owe (if anything!), but I know that this amount is absolutely not correct.

I was told a call was scheduled today for 3.05pm and surprise surprise, I’m still here waiting!! So now I will have to call them AGAIN and get nowhere. Another unnecessary stressful day!

I’ve been with Kinex at my other premises for over 5yrs. I’ve always recommended their service’s, and even encouraged the new tenants in both my old and recent premises to join them. The new tenants were happy to even keep my contract but they wouldn’t allow it.

It seems customer loyalty counts for nothing.
Since this, I’ve lost faith in the company and disappointed with how they've dealt with (or should I say not dealt with!) my complaint.

Once this is resolved (if that ever happens!) I will be considering taking my other business elsewhere.

Date of experience: January 05, 2021