Elderly Mum has been charged for BT Sports.

Matty007

My widowed elderly mum has been charged a monthly subscription to BT Sports (TNT), even though I cancelled this service many months ago (possibly 18+ months), and the service hasn't been available throughout that time, having spoken to BT they have said they'll consider refunding three months even though I made them aware of this back in June, any advice would be appreciated.

oldernonethewiser

Do you have confirmation of the cancellation?

jlfrs01

BT did a similar thing with me - I was paying by Direct Debit so phoned my bank, told them the Direct Debit Guarantee had been broken by BT and they refunded me the money. This led to BT making contact with me but as I had all my money back and could provide proof of cancellation there was no negotiation needed. That may be an option if they decide to play silly buggers (assuming of course you have proof of cancellation).

southsidergs

Matty007 said:

My widowed elderly mum has been charged a monthly subscription to BT Sports (TNT), even though I cancelled this service many months ago (possibly 18+ months), and the service hasn't been available throughout that time, having spoken to BT they have said they'll consider refunding three months even though I made them aware of this back in June, any advice would be appreciated.

How has it now been available? If they're charging for it it's usually available.

On the other point how has it taken you 18+ months to notice? Unfortunately it's down to the account holder to keep an eye on bills so their may not be much they can do about the charges as you've had so long to query anything wrong too

Matty007

I didn't say it is now avsouthsidergs said:

Matty007 said:

My widowed elderly mum has been charged a monthly subscription to BT Sports (TNT), even though I cancelled this service many months ago (possibly 18+ months), and the service hasn't been available throughout that time, having spoken to BT they have said they'll consider refunding three months even though I made them aware of this back in June, any advice would be appreciated.

How has it now been available? If they're charging for it it's usually available.

On the other point how has it taken you 18+ months to notice? Unfortunately it's down to the account holder to keep an eye on bills so their may not be much they can do about the charges as you've had so long to query anything wrong too

I didn't say it 'it is now available' ? I said it hasn't been available, the BT channels just say to watch them she'd have to upgrade her package.

That is the reason we assumed it had been successfully cancelled, if it was available then I think there is an argument that it is indeed my responsibility to ensure it has been cancelled.

I think irrespective of whether you think she or I were irresponsible by not double checking, it seems unfair that she had to pay for a service that wasn't available to her anyway. 

Matty007

jlfrs01 said:

BT did a similar thing with me - I was paying by Direct Debit so phoned my bank, told them the Direct Debit Guarantee had been broken by BT and they refunded me the money. This led to BT making contact with me but as I had all my money back and could provide proof of cancellation there was no negotiation needed. That may be an option if they decide to play silly buggers (assuming of course you have proof of cancellation).

I'm trying to locate proof, so currently I'm talking to them based on the service not being delivered anyway, we'll see.

Thank you

southsidergs

Matty007 said:

I didn't say it is now avsouthsidergs said:

Matty007 said:

My widowed elderly mum has been charged a monthly subscription to BT Sports (TNT), even though I cancelled this service many months ago (possibly 18+ months), and the service hasn't been available throughout that time, having spoken to BT they have said they'll consider refunding three months even though I made them aware of this back in June, any advice would be appreciated.

How has it now been available? If they're charging for it it's usually available.

On the other point how has it taken you 18+ months to notice? Unfortunately it's down to the account holder to keep an eye on bills so their may not be much they can do about the charges as you've had so long to query anything wrong too

I didn't say it 'it is now available' ? I said it hasn't been available, the BT channels just say to watch them she'd have to upgrade her package.

That is the reason we assumed it had been successfully cancelled, if it was available then I think there is an argument that it is indeed my responsibility to ensure it has been cancelled.

I think irrespective of whether you think she or I were irresponsible by not double checking, it seems unfair that she had to pay for a service that wasn't available to her anyway. 

Was meant to say not instead of now, my bad typing. That actually makes things a bit clearer because if they've been charging but it's not been working & there's evidence of being charged I'd get back onto them & make it clear.

Re the last sentence, what's to stop anybody saying I requested to cancel years ago if it was that easy to be refunded hence why they'd only be offering a partial refund

brewerdave

Was this service provided via Sky ? If so ,did you give notice to Sky of the cancellation rather than BT ?

Matty007

southsidergs said:

Matty007 said:

I didn't say it is now avsouthsidergs said:

Matty007 said:

My widowed elderly mum has been charged a monthly subscription to BT Sports (TNT), even though I cancelled this service many months ago (possibly 18+ months), and the service hasn't been available throughout that time, having spoken to BT they have said they'll consider refunding three months even though I made them aware of this back in June, any advice would be appreciated.

How has it now been available? If they're charging for it it's usually available.

On the other point how has it taken you 18+ months to notice? Unfortunately it's down to the account holder to keep an eye on bills so their may not be much they can do about the charges as you've had so long to query anything wrong too

I didn't say it 'it is now available' ? I said it hasn't been available, the BT channels just say to watch them she'd have to upgrade her package.

That is the reason we assumed it had been successfully cancelled, if it was available then I think there is an argument that it is indeed my responsibility to ensure it has been cancelled.

I think irrespective of whether you think she or I were irresponsible by not double checking, it seems unfair that she had to pay for a service that wasn't available to her anyway. 

Was meant to say not instead of now, my bad typing. That actually makes things a bit clearer because if they've been charging but it's not been working & there's evidence of being charged I'd get back onto them & make it clear.

Re the last sentence, what's to stop anybody saying I requested to cancel years ago if it was that easy to be refunded hence why they'd only be offering a partial refund

The initial query was had they got any indication of cancellation, they say they can't find any, so I confirmed that my mum couldn't access the service even if she wanted to.

The point regarding 'anyone' might say the same, although a valid point, you'd of hoped that they might know the time my mum couldn't access their service as of today she still can't.

I have spoken to them today and they have offered 4 months refund, basically 2 months as my query started in June.

They could only locate communication from us to a BT operative on the 28/8/2021 someone called Gary but he doesn't work there anymore, having check my emails I received an email saying 'You've cancelled BT Sport', so we will see.

southsidergs

In that case I'd be back onto them & asking for an email to send that proof of cancellation too, should then be able to refund it as sounds like clear proof