Dear Sir/Madam, I am writing to report a serious issue with a purchase I made from Zalando in Switzerland, which has caused me and my friend significant distress and frustration over the past few months. Despite providing evidence of the problem 1000 times, Zalando and Alektum have been bombarding us with emails every day, and they have not responded to our complaints or shown any willingness to fix the issue. While all the issues started with Zalando sending the wrong QR code. As normal people, we scanned the QR code and paid. And since then they are torturing us because they say the reference number is wrong and their computers don't work. Before I proceed with the complaint, I want to update you that we contacted Zalando again yesterday to resolve the issue before filing a serious complaint and taking lawyer, and they informed us that we needed to pay 110 CHF to fix the problem. They assured us that they would contact Alektum themselves (we have the evidence). We paid the fee, but to our surprise, Alektum sent us an invoice for 210.90 CHF to fix the same problem. This is unacceptable as we have already paid more than 500 CHF for a mistake that Zalando made. On 01/12/2022, we paid for an order with Zalando and returned all items except for a pair of shoes. However, due to an error in the QR code provided by Zalando, the payment reference number was incorrect, which resulted in Alektum, a third-party company, contacting us and demanding payment for the shoes again with a huge penalty. Despite multiple attempts to resolve the issue and provide proof of payment, Alektum has continued to harass us with penalties and demands for payment. We have contacted Zalando numerous times to explain the situation and have received assurances that the matter will be resolved. However, the issue persists, and we continue to receive correspondence from Alektum, causing significant mental distress and disruption to our daily lives. We have already settled all payments with Zalando, and they have even confirmed in a recent email that they owe us a refund, which they should have issued weeks ago. However, we are still waiting for the refund to be processed (every time we remind them, they ask the IBAN only, also one time they did a serious mistake by asking us to pay for something twice and then apologizing for that but not sending back), and Alektum is still demanding payment for a purchase that we have already paid for. Talking with them is like talking with a new person every day. They apologize, and promise us to fix it as the situation is complex and we have the same exact story all over again! We believe that this situation constitutes fraud, and we are at our wits' end with the poor customer service and lack of action taken by both Zalando and Alektum. We have provided proof of payment multiple times (for Zalando we had to send the proof of every single order we had as they were giving us a penalty for every single thing that we paid, only because of their own mistake and their computers mixed things up), and it is not our responsibility to fix the error in the QR code provided by Zalando. I would be happy to provide any additional information or documentation to support my case, including emails and screenshots of the purchases made and payments received. This issue has caused significant emotional distress and financial burden, and we urge you to take action to resolve this matter as soon as possible. I am attaching copies of the proof of payment, as well as screenshots of our orders and payments. We have also had multiple conversations with Zalando, which I can provide if necessary. I am extremely disappointed and frustrated with the level of customer service we have received from both Zalando and Alektum. It is unacceptable that they continue to contact us daily, even though we have provided proof of payment and Zalando has confirmed that the issue has been settled. Many times Zalando that agreed we are completely settled and we have no open invoice and they understood and apologized for their mistake. For the multiple calls and chats, I am sure Zalando has backups. But I can provide you how many times they bothered us and how many times I spent time explaining to them. They don't want to fix it. This is the third or fourth time we have encountered a situation like this with Zalando. In the past, we paid the unnecessary charges as we were overwhelmed with constant contact from different individuals who required us to re-explain the situation. However, this time we are determined not to allow them to pressure us into paying for something we should not be responsible for. Thank you for your attention to this matter. Sincerely,