BT Sport - paying for unwanted service

bobweston

Hi there,

I wonder if you can help here...

I've just checked my BT bill & notice I'm being charged £6 a month for BT Sport. This is a service I've never set it up, have never watched it and don't want. This package has been added to my account and deductions made without my approval, it appears for several months now.

After a frustrating hour or so on BT chat (being transferred three times and escalated to two managers), I've been told my contract had expired and they request I recontract my services. I think this is a terrible response to give.

I told them this wasn't good enough & it was escalated to manager #1, who said he could only refund the last 3 months. He indicated I was responsible for checking my bill so the onus was on me.

As my billing is paper-less I've not had bills through the post and haven't been able to access my online account for months.

Does anyone have any suggestions how I can get a full refund for all the BT Sport payments which have been taken from my account?

I'm hugely frustrated with BT and their poor customer service.

Thanks guys. I appreciate the replies.

iniltous

bobweston wrote: »

Hi there,

I wonder if you can help here...

I've just checked my BT bill & notice I'm being charged £6 a month for BT Sport. This is a service I've never set it up, have never watched it and don't want. This package has been added to my account and deductions made without my approval, it appears for several months now.

After a frustrating hour or so on BT chat (being transferred three times and escalated to two managers), I've been told my contract had expired and they request I recontract my services. I think this is a terrible response to give.

I told them this wasn't good enough & it was escalated to manager #1, who said he could only refund the last 3 months. He indicated I was responsible for checking my bill so the onus was on me.

As my billing is paper-less I've not had bills through the post and haven't been able to access my online account for months.

Does anyone have any suggestions how I can get a full refund for all the BT Sport payments which have been taken from my account?

I'm hugely frustrated with BT and their poor customer service.

Thanks guys. I appreciate the replies.

Post your issue on the BT Consumer forum, https://community.bt.com/,
mods on there may be able to help, but generally there is a limit on how much of a refund you may get, BT sport lite was 'free' when first introduced if you were BT Broadband customer, I think they then made it chargeable , and there was a lot of noise at the time about the fact that you had to opt out to if you didn't want it,or recontract for 12 months to keep getting it for 'free'... they may well offer something, but may say that you were also partly responsible for not checking your account , anyway good luck, hopefully they will offer something that you find acceptable, you may also want to read this
https://www.moneysavingexpert.com/news/utilities/2015/08/bt-agrees-to-refund-customers-for-unwanted-new-sports-package

bobweston

Thanks iniltous.

I've already posted on the BT forums, so hope they can give me a refund.

Manager #2 is due to call me back today, but I'm not particularly hopeful.

I saw that news article on MSE, but thank you.

bobweston

Hello. I've made some progress with BT, so I thought I'd let you know. Another Manager called me back as they said they would.

They've offered to refund 12 months of BT Sport (£72 @£6/month) but said they 'can't' refund the whole duration, as they say it's been active on the account & they can't prove the Sport channels haven't been used (watched).
That reason is a bit incredulous to me as they can see when they started charging for the service. I thought the channels had to be set-up on the box. My anticipation (perhaps naively!) is they should be able to see when the service was made active on my YouView box.

Does anyone know when the BT Sport price increased from £5 to £6 a month? Thanks!

iniltous

bobweston wrote: »

Hello. I've made some progress with BT, so I thought I'd let you know. Another Manager called me back as they said they would.

They've offered to refund 12 months of BT Sport (£72 @£6/month) but said they 'can't' refund the whole duration, as they say it's been active on the account & they can't prove the Sport channels haven't been used (watched).
That reason is a bit incredulous to me as they can see when they started charging for the service. I thought the channels had to be set-up on the box. My anticipation (perhaps naively!) is they should be able to see when the service was made active on my YouView box.

Does anyone know when the BT Sport price increased from £5 to £6 a month? Thanks!

It's probably true what they say about being unable to tell if you watched the channel or not, they enable the service, it appears on your EPG ( or was always on the EPG , but blocked) it would be a bit Big Brother ish if they kept tabs on your viewing habits
TBH , I think you probably have got a decent result, a refund of 12 months

loulou41

I am being charged £7.50 for bt sports been increased since April.

bobweston

iniltous wrote: »

It's probably true what they say about being unable to tell if you watched the channel or not, they enable the service, it appears on your EPG ( or was always on the EPG , but blocked) it would be a bit Big Brother ish if they kept tabs on your viewing habits
TBH , I think you probably have got a decent result, a refund of 12 months

Ok, thanks iniltous. You make a good point.

macman

You said you hadn't checked your account for 'several months'. Now you are saying that they've offered you a 12m rebate, but not for the full term for which you've been paying it. So it seems you haven't checked your BT or bank account for at least a year?
12m is a very generous offer under these circumstances.