Setanta Sports - Writing a complaint help please

pen1

Setanta have cancelled my first subscription in error, then re-instated it, and are now threatening cancellation of my second subscription (multibox), because they're still treating it as a £12.99 first box subscription, whereas it's a £2.99 second box subscription.

They have telephoned 5 times in the last 9 days and written to me stating "TAKE ACTION NOW ......failure to respond within the specified time will result in a disruption of your Setanta Sports service".

I think that their customer service is dire.

bscousegit

I've just phoned up Setanta to cancel and they say I need to give 60 days Notice! - where did that come from? They say that as I signed before September that it is now 60 days. When i asked them to send me the terms and conditions highlighting the 60 days,they refused to!
Any ideas anyone?

derek@hatton.org

You are in for a long haul - I tried for eight months for a refund they owe me (and still owe me) - they NEVER answer mail, receive Recorded Delivery letters without signing for them, ignore emails, there is always someone who can take your money on the end of the line, but never anyone who can authorise a refund, you have to write in and then be ignored!!!
One thing you can do is ring them on the normal telephone line instead of their 0871 line -
02077 668484 between 0900 and 1700 and they will put you through to the department you need. :rotfl:

Mehdi

vScout wrote: »

If you write, send by registered delivery, and address to the cancellations. That way someone will have to sign as received, and you can get a copy of the receipt if you ask for it when posting. So when they later say it was never received, after billing you even more months, you will have evidence. Give them the 30 days, and tell them when your contract is expired, you will be cancelling further payments from bank or cc.

Don't expect refunds of telephone bill, althogh it would be a nice to send a copy of you telephone bill highlighting the times and cost trying to get through.

You mean recorded delivery, not registered that costs more and is only necessary if sending valuable items.

pen1

Over 3 months ago Setanta's director of corporate development, Richard Brooke told Victoria Derbyshire on BBC Five Live:

we value our customers......we like to look after them......we're a very honest company.......we intend to remain that way.....honest, straightforward and particularly in the way we deal with our customers

http://www.bbc.co.uk/blogs/victoriaderbyshire/2008/09/ive_fallen_out_of_love_with_th.html

My experience is that the same issues are still arising- communications to Setanta going unanswered/unprocessed, money being taken that isn't due, payments being demanded that aren't due.

Setanta outsource their customer service and I wonder how aware they are of the extent of what is going on?

In my opinion, one part of the problem of dealing with Setanta, is that there isn't a visible route where customers who experience difficulties can be assured that their complaint is escalated and addressed.

Like other correspondence, I've found that complaints to Setanta don't get processed either.

celtica2

I emailed Setanta on the 1st of November telling them I was cancelling my account with them. I received a reply on the 3rd saying that my viewing would stop 30 days after my next payment which was on the 12th of November. £15 was taken from my account on the 12th, and my viewing stopped on the 27th...not the 30 days as promised by Setanta themselves!
I also sent a registered letter to them on the 1st of Nov which was signed for on the 5th. Today....I receive a letter from them going on about due payments and debt collection agencies when in fact they owe me for cutting my viewing 2 weeks too early! I have tried all evening to contact them by phone... I cannot get through at all and am basically at the end of my tether as I have more important things to be doing than trying to sort out the mess they have caused by their inept and unprofessional manner. It is totally unbelievable to read so many other people seem to be having a similar experience. Surely some higher authority in TV land needs to check out what these bunch of cowboys are getting up to.

Mehdi

celtica2 wrote: »

I emailed Setanta on the 1st of November telling them I was cancelling my account with them. I received a reply on the 3rd saying that my viewing would stop 30 days after my next payment which was on the 12th of November. £15 was taken from my account on the 12th, and my viewing stopped on the 27th...not the 30 days as promised by Setanta themselves!
I also sent a registered letter to them on the 1st of Nov which was signed for on the 5th. Today....I receive a letter from them going on about due payments and debt collection agencies when in fact they owe me for cutting my viewing 2 weeks too early! I have tried all evening to contact them by phone... I cannot get through at all and am basically at the end of my tether as I have more important things to be doing than trying to sort out the mess they have caused by their inept and unprofessional manner. It is totally unbelievable to read so many other people seem to be having a similar experience. Surely some higher authority in TV land needs to check out what these bunch of cowboys are getting up to.

Write to watchdog.

I_hate_Setanta

I am another who is having problems. I cant seem to get them to tell me how to cancel my subscription. Investigating this has led me to this thread, where I have found some information about how to do it . I will never susbscribe to them again because of the hassle Ive had trying to end this suscription. Even though I am sure there will be stuff I want to see on Setanta in the future , I wont subscribe again.:mad:

kelly_-_new

I just called 118500 to get a number for Setanta Sports - tel Number was 08712003322 - Got through straight away - asked to cancel as I had signed up to watch a recent boxing match and had been charged £170.87 instead of £14.99 as promised and I have been promised a refund in two weeks and call centre was quite helpful. Try this number

cyfrin

I have just left a rant in another Setanta threadon here ....!
I did send an email to Steve Bunce tonight saying how upset we are to have to cancel, he read it out on air and said he was sorry we felt that way!
We did say how much boxing meant to us, and what a great knowledgable guy he is!!
Wanna know how to contact him? He gave it out on air, so no secret!
[EMAIL="buncey@setanta.com"]buncey@setanta.com[/EMAIL]