BT charging me twice for the same BT Sport TV package - BT directly and through Sky

Notlam

Upon checking my bank statements, I recently discovered that BT has been charging me twice for the same BT Sport TV package. This occurred last year when I contacted Sky to add BT Sport to my Sky TV package, because it was £7 cheaper per month than I was paying directly to BT (£34.49). At the time of switching to Sky I was assured by Sky that the BT sport subscription would immediately stop but it didn't and has continued for another 17 months. I called BT today to cancel the BT subscription and to request a refund. At first the person at BT (Rory) offered me a 3 month refund, which I refused. He then spoke to his manager and offered me an 8 month refund. I refused again as I had been paying twice for the same product for 17 months. Rory asked me to send proof that I had been paying Sky since August 2020, which I did by email. I then received a call back from his manager (Shane) saying the previous refund offer was now "off the table." I then received another call from a more senior BT manager who said she was just calling to explain their decision to withdraw any offer of a refund. As things stand I am £620.33 out of pocket because BT have continued taking the monthly subscription from my account. I have not yet received anything in writing from BT to confirm what has been going on but I have issued a Subject Access Request today to obtain a copy of all records and conversations between us. Any suggestions what do do next would be welcomed please.    

TELLIT01

It's not BT's fault that nobody cancelled the contract with them.  This needs to be taken up with Sky, as they supposedly said the direct BT contract would terminate immediately.

Notlam

TELLIT01 said:

It's not BT's fault that nobody cancelled the contract with them.  This needs to be taken up with Sky, as they supposedly said the direct BT contract would terminate immediately.

Not their fault perhaps but they have gained from taking 2 subscriptions from the same subscriber for the same service; one directly and the other subscription through their distributor (Sky). It is BT's fiducial duty to protect their BT Sport consumers. It is obvious that an administration error has occurred, either with BT, Sky or the consumer but that is irrelevant. Morally, there is no justification retain the subscriptions and they should refund the payments that were taken incorrectly. 

southsidergs

Notlam said:

Upon checking my bank statements, I recently discovered that BT has been charging me twice for the same BT Sport TV package. This occurred last year when I contacted Sky to add BT Sport to my Sky TV package, because it was £7 cheaper per month than I was paying directly to BT (£34.49). At the time of switching to Sky I was assured by Sky that the BT sport subscription would immediately stop but it didn't.    

The rest of the post is irrelvant. You need to take this up with Sky, they told you the BT one would stop & it didn't

wild666

I would ask Sky for the refund as you were told the BT subscription would be cancelled by putting your BT Sport onto their platform

MalMonroe

I agree with others that you should contact Sky because of what you said "I was assured by Sky that the BT sport subscription would immediately stop but it didn't and has continued for another 17 months". 

I have just been having major problems with BT as my TV contract was rearranged and eight weeks later it still wasn't right! But that's another story entirely.

What I would advise is that you always check and keep checking exactly what you are paying for. Every time a bill pops through, check it thoroughly. It's the only way that you will discover any errors, such as this one which is quite a big boo boo. 

Hopefully you will be refunded the whole amount but it's been a long time since your contract was originally set up, both Sky and BT would have expected you to check your bills before now. 

Your complaint is with Sky in this instance as they failed to do what they said they would but whenever BT tell me something is going to happen, or not, I always check to see that it has, or hasn't. As the case may be. That's only because I have learned from past errors. (My own as well as theirs). 

JJ_Egan

Does it work that way for Sport which is an add on ??

Gaining provider cancels BT service .

Or should user cancel the BT part of the package .

Yes gaining provider handles and cancels a broadband service  , but does that apply to a non BB add on ??

littleboo

BT and Sky and both retailers of the same product. You have purchased the same product from two different retailers, each with a separate delivery method so I would expect that its quite possible for the two to co-exist.  You need to check you bank statements more regularly.

PZ19

Why did they withdraw the offer of 8 month refund?

southsidergs

PZ19 said:

Why did they withdraw the offer of 8 month refund?

Probably because after looking at it again they realise they've done nothing wrong

Notlam

They reinstated the 6 months refund and I accepted it. Thanks everyone for your helpful comments.