BT (TNT) Sports refund

Matty007

Can someone please advise, although it's clear we have come to a deadlock with BT and my next step is the Ombudsman, I am keen to know whether there might be a route where I might claim for the hours spent having to deal with this issue and whether the small claims court might be a viable option.

I am sorry if it seems a bit long winded

Thank you

• I cancelled my mums (86 yrs old) BT Sports back in 28th August 2021.
• I received the cancellation email from them on 28th August 2021 (we have the email)
• Including an additional email saying that they will stop the service and payments on 28/09/2023 (we have the email)
• The serviced ceased on 28th September 2021, she no longer had access to this service.
• However monthly payments were still taken thereafter (No I didn't check her account regularly)
• I didn't notice these payments until June 2023.
• I contacted BT Sports 'Online Chat' on the 12/06/2023
• They confirmed that my mum hadn't viewed BT Sports yet had been charged for it.
• They lodged a complaint on my mothers behalf
• They assurred me it would be refunded and shown on my next bill
• It wasn't
• They then inexplicably closed the 'complaint'.
• I then complained by letter, with supporting evidence of the above.
• I was referred to the BT Resolution Team
• She confirmed that I had contacted BT Sport on the 28/08/2023 and spoke to 'Gary'
• She couldn't ascertain whom Gary was, as he no longer worked there.
• I spoke to 'Gary' the same day I received the cancellation email, which means 'Gary' worked in cancellation.
• They then offered 3 months refund then 6 months refund.
• Suddenly they have re-started billing my mum and sending payment demands, including debt recovery action.
• I wrote to the Resolution Team to tell them that they have re-started demanding payment from my mum, although it seems that they have stopped further billing demands we still receive the demands for the past few months.
• They have confirmed that we have reached a 'Deadlock' and 'there is nothing more than can say' and submitted the Ombundsman contact details.

Thank you

la531983

How were the payments taken? Cant you just get her to put a DD indemnity claim in if they were taken by Direct Debit?

As you have full proof from 2021 they said the service was stopping I cant imagine they have any form of leg to stand on, based on the opening post.

The_Unready

Just for info, in a couple of your bullet points you've referred to 2023 where I think you mean 2021.

brewerdave

la531983 said:

How were the payments taken? Cant you just get her to put a DD indemnity claim in if they were taken by Direct Debit?

As you have full proof from 2021 they said the service was stopping I cant imagine they have any form of leg to stand on, based on the opening post.

I think that most banks will normally allow DD "clawback" under the indemnity guarantee for a limited time - altho' there doesn't appear to be a time limit specified - in this case I suspect the customer will have to press very firmly to get that many payments back.

la531983

brewerdave said:

la531983 said:

How were the payments taken? Cant you just get her to put a DD indemnity claim in if they were taken by Direct Debit?

As you have full proof from 2021 they said the service was stopping I cant imagine they have any form of leg to stand on, based on the opening post.

I think that most banks will normally allow DD "clawback" under the indemnity guarantee for a limited time - altho' there doesn't appear to be a time limit specified - in this case I suspect the customer will have to press very firmly to get that many payments back.

Its clearly a vulnerable customer, they would surely take that into account. Just surprised its not been pursued as an option (assuming thats how the payments were taken, of course)

JSmithy45AD

la531983 said:

brewerdave said:

la531983 said:

How were the payments taken? Cant you just get her to put a DD indemnity claim in if they were taken by Direct Debit?

As you have full proof from 2021 they said the service was stopping I cant imagine they have any form of leg to stand on, based on the opening post.

I think that most banks will normally allow DD "clawback" under the indemnity guarantee for a limited time - altho' there doesn't appear to be a time limit specified - in this case I suspect the customer will have to press very firmly to get that many payments back.

Its clearly a vulnerable customer, they would surely take that into account. Just surprised its not been pursued as an option (assuming thats how the payments were taken, of course)

Being elderly doesn't make you "vulnerable".

That said the OP has already posted the answer, they have to go via the Ombudsman.

BT were bad enough but TNT are truly awful.