Setanta Sports - Writing a complaint help please

NicolaC

Hi all,
I was original poster here and although it's not good to see other people having problems, I'm glad I'm not alone in having this trouble with Setanta. I thought perhaps they just didn't like me.

My complaint letter and call log was posted off on the 17th August and as yet I've not heard anything back from them. I did ask for a response from them in my letter, however i forgot to put any time limit on this.

Sorry to hear other people are having grief. Should they respond to me I shall update this thread accordingly.

peterdowd

I understood their selling point to be "No annual contract". Therefore you can buy in for a month to watch particular games and then leave it for a couple of months and buy in again for a month when there are games that you wish to see.

The reality seems to be that the cheapest you are charged for one months viewing is £10 + £9.99 +£9.99 i.e £29.98. If I cancel and take it up again in say December my understanding is that it will incur charges of another £29.98.

The kindly Des Lynam in an ITV advert on 28th Aug. was saying "Under £10 per month and no annual contract." No mention of a £10 connection fee. To get it for an average of les than £10 per month you would have to continuously subscribe for 101 months (which makes the connection fee an average of less than 1p per month)

I emailed for an explanation of the £19.99 charge over a week ago and was promised a reply within 5 working days. They can't even keep to that so I have emailed to cancel.

I set up a DD with my bank NOT on a credit card. So I have cancelled the Direct Debit. Cancellation with credit card continuous authority can only be cancelled by the merchant not by the card holder. I would advise never use credit card continuous mandates.

yenchun

I started subscribing to Setanta when they bought out NASN so my records show that I have been with them since April 2006 (though it is actually a lot longer).

Last october they overcharged me (by increasing the price without any notification) so I asked for a refund of the difference which i was told 'Is not possible over the phone, you will have to write in' and 'you were not overcharged by much so it is not really worth claiming back'.
After being put on to a manager it was agreed that as 'an apology' for the overcharge they would give me 3 months half price, at this time there was no mention of any strings attached to the offer.

Recently I decided to ask for the price reduction to £9.99 form £14.99 to be applied to my account which they said was for 'new customers only'. I tried to cancel my account only to be told that I was still under a 12 month contract so I could not cancel and was told 'you agreed to a new 12 month contract in October over the phone as IT SAYS SO IN YOUR NOTES!!!' . After a heated discussion with a manager who essentially called me a LIAR and that I DID AGREE TO THE CONTRACT (which I definately did not) they told me to write in.
After e-mailing, it was cler that their Customer Services completely ignored the grounds of my complaint and said that I will have to continue paying £14.99 a month till my contract expires.

This just outlines how Setanta Customer services treat a long term customer
so all of the new customers - you may have this to come in future (if you ever manage to actually speak to someone in cancellations).

peterdowd

Lavandyr

You have received documentation from Setanta????

You are the lucky one!!!

spalford

Freddie_Snowbits wrote: »

I am sorry but I cannot see what the problem is here. I get the footie I want for £9.99 a month and no yearly contract, with a £10 connection fee.

No problem for me or Mrs Freddie. Of down now to watch the footie, feet up, beer, and cuddles from my Pu55y. The wife will get a cuddle as well!

(PC Profanity checkers. P U S S Y is my Cat, Monty! Just like Scunthorpe was years ago!)

Have you actually read this thread?

peterdowd

If all you want is football Premier plus onSky was easy and much cheaper than Setanta

I don't think the splitting of the franchise ahs done us any favours

peterdowd

NicolaC wrote: »

Hi all,
I was original poster here and although it's not good to see other people having problems, I'm glad I'm not alone in having this trouble with Setanta. I thought perhaps they just didn't like me.

My complaint letter and call log was posted off on the 17th August and as yet I've not heard anything back from them. I did ask for a response from them in my letter, however i forgot to put any time limit on this.

Sorry to hear other people are having grief. Should they respond to me I shall update this thread accordingly.

Cancel the DD. They come back quickly then.

sima3069

22
everyone should go here

http://www.bbc.co.uk/consumer/tv_and_radio/watchdog/376170374374374374

tell all these story's to them.

I was stung by the hattan fight, £15 & 2 month free, rang on number (which has changed) 1 month before end of free offer & they cancelled (so they said). got to end of free offer & they rang me. trying to sign me up at £9.99 , to which I said no & they just took £15, so I've cancelled direct debit & now I'm waiting on the nasty letters. to which I'm going to forward to watchdog.

so it makes no difference if you can cancel on the phone, they carry on taking the money unless you cancel DD

Lavendyr

peterdowd wrote: »

Lavandyr

You have received documentation from Setanta????

You are the lucky one!!!

Er no, not me. Think you're looking at the wrong poster!

NovaBlack_2

uk2007 wrote: »

I can see where you are coming from, but have nothing to do with Setanta.

I myself have worked in several customer services positions for 2 different companies. There are times when demand is so high that you are flooded with calls, emails, letters etc. Just give them a bit of time to get round to replying to your emails and letters etc.

wierd how if i check your profile you registered august and yet the only posts youve ever made (5 total at this point) have been in this thread defending setanta...

each person is entitled to their own opinion i guess but i know what mine is.. seems very odd to register just to continually post on this thread.... and with a username if uk2007... its almost like perhaps you had to think up one quick.. hmm.

again . no offense meant. but its just odd so you must understand why people react in certain ways.