Great news update!
Got a reply from Zenith apologising, saying the £50 charge will be refunded, as will the £10 administration fee, and they will apply a £10 goodwill credit for the inconvenience.
They've also committed (so they say) to reviewing their processes for future occasions.
Thank you so much for your help
@b789 - could not have gotten anywhere close to a resolution without you. Hugely grateful for the time you spent in helping.