Trying to cancel Setanta?!

shirlthegirlx

Hi again everyone.
Just an update. The guy from Trading Standards that's been helping us has hit a brick wall, with Setanta COMPLETELY ignoring him too, we have now submitted details of our grievance to Watchdog and intend to do the same to various media avenues.
If everyone on here that is angry with Setanta was to do the same then MAYBE we MIGHT get some action??
Anyone up for it?

pen1

Watchdog is off-air until October, according to its website, so seems unlikely to be a quick solution, even if they were interested.
www.bbc.co.uk/watchdog

There have been a couple of press articles, concerning difficulties cancelling Setanta- both from the Dorset Echo.

"Digital channel hounds widow"
http://www.thisisdorset.net/display.var.2341970.0.digital_channel_hounds_widow.php

"Apology to widow over TV distress":
http://www.thisisdorset.net/mostpopular.var.2372085.mostviewed.apology_to_widow_over_tv_distress.php

I also note that the Chief Executive of Setanta UK is quoted by The Herald as stating that "only a single-digit percentage of customers had cancelled the service since the close of the English Premier League season".
http://www.herald.ie/national-news/setanta-pays-up-a-record-8364158m-for-scottish-football-1424921.html

However, I think it's plain to see, that the numbers trying to cancel were greater than Setanta's customer service have been able to handle efficiently.

shirlthegirlx

pen1 wrote: »

Watchdog is off-air until October, according to its website, so seems unlikely to be a quick solution, even if they were interested.
www.bbc.co.uk/watchdog

There have been a couple of press articles, concerning difficulties cancelling Setanta- both from the Dorset Echo.

"Digital channel hounds widow"
http://www.thisisdorset.net/display.var.2341970.0.digital_channel_hounds_widow.php

"Apology to widow over TV distress":
http://www.thisisdorset.net/mostpopular.var.2372085.mostviewed.apology_to_widow_over_tv_distress.php

I also note that the Chief Executive of Setanta UK is quoted by The Herald as stating that "only a single-digit percentage of customers had cancelled the service since the close of the English Premier League season".
http://www.herald.ie/national-news/setanta-pays-up-a-record-8364158m-for-scottish-football-1424921.html

However, I think it's plain to see, that the numbers trying to cancel were greater than Setanta's customer service have been able to handle efficiently.

I've just read all those links u included in your post pen1 and I think once again that Setanta have behaved in a disgusting manner!!
We certainly do need some help or advice in how to confront them......surely someone must know a way round these things lol

Money_Muppet

Just an update...

I cancelled my DD after speaking to setanta and realising they were not playing ball. I cancelled it the day after it was taken for the month at the end of May. After numerous phone calls and emails, during which I claimed to have sent a letter, but hadn't, finally a couple of days ago my signal was cut off. No calls or letters from setanta chasing me for money etc. maybe they are starting to realise that making life difficult for people wanting to unsubscribe may put people off coming back. Well too late. I will never return to them.

But at last I'm sorted!

musogeek

My cancellation letter was received in sunderland on the 14th May. As i said before, i phoned up after another dd was taken on the 16th june and told them to cancel immediately (see my previous posts).

I just come back from holiday and still getting the channel, and a letter from them saying there is a problem with my direct debit (as i cancelled) and told me to phone them to discuss it. I did, and explained all to the customer services. There was no record about my last conversation i had with cancellations 2 weeks ago (surprise surprise).

I was very angry on the phone, but after being on hold for 3 minutes, i was told that cancellations agree with anything i said, and before giving me much of a chance to question further, ended the conversation. I wasn't too bothered as i said to her there is no point in any of this, as they are getting no more money from me.

I have already told them by email that any bad credit reports resulting from this will be dealt with legally by myself - but they don't read their emails. So now it is 3 phone calls, an email and a recorded delivery for cancellation, and i am currently watching pakistan v india test cricket courtesy of setanta. If they want to give it to me for free then they are quite welcome, as i have given up trying to get them to do the simple thing and cancel my account.

If i get any demands from them in the future (which i do expect), i will have to seek legal advice.

btw does anyone know the following?

1 - do i have to pay for a full month if my service ended in the middle of the month?

2 - is it as difficult getting a refund from them (via the address i have to write to) as it is to cancel?

if the answer to 1 is no, they owe me about £19, and £10 if it is yes - but add a few more quid for phone calls and recorded deliveries!

thanks again setanta for some free cricket!

shirlthegirlx

musogeek wrote: »

My cancellation letter was received in sunderland on the 14th May. As i said before, i phoned up after another dd was taken on the 16th june and told them to cancel immediately (see my previous posts).

I just come back from holiday and still getting the channel, and a letter from them saying there is a problem with my direct debit (as i cancelled) and told me to phone them to discuss it. I did, and explained all to the customer services. There was no record about my last conversation i had with cancellations 2 weeks ago (surprise surprise).

I was very angry on the phone, but after being on hold for 3 minutes that cancellations agree with anything i said, and before giving me much of a chance to question further, ended the conversation. I wasn't too bothered as i said to her there is no point in any of this, as they are getting no more money from me.

I have already told them by email that any bad credit reports resulting from this will be dealt with legally by myself - but they don't read their emails. So now it is 3 phone calls, an email and a recorded delivery for cancellation, and i am currently watching pakistan v india test cricket courtesy of setanta. If they want to give it to me for free then they are quite welcome, as i have given up trying to get them to do the simple thing and cancel my account.

If i get any demands from them in the future (which i do expect), i will have to seek legal advice.

btw does anyone know the following?

1 - do i have to pay for a full month if my service ended in the middle of the month?

2 - is it as difficult getting a refund from them (via the address i have to write to) as it is to cancel?

if the answer to 1 is no, they owe me about £19, and £10 if it is yes - but add a few more quid for phone calls and recorded deliveries!

thanks again setanta for some free cricket!

hi there,
yes it is VERY difficult, if not impoosible, to get a refund from Setanta.
We cancelled in January and they took payments in Feb and March and have ignored every form of contact we've made with them. that is why ive contacted watchdog and so far, a couple of newspapers. If we all do the same thing then someone has to listen to us

shirlthegirlx

I emailed 'the raw deal' editor at the Sunday Post yesterday and I have received a reply from them saying that they will start investigating on our behalf. Hope they can do more than we can!! Will keep u all posted

jellofund

Glad I found this thread!

Whilst it's dismaying to read that so many people are also having problems with Setanta it's reassuring to know that I'm not the only one.

They were overbilling me under my old account (how difficult is it to collect £9.99 a month?) but couldn't refund me as refunds are supposedly done out-of-house. So they proceed to set up a new account on a 3 months @ £5 deal to effectively reimburse me for the overpayment (even put it in writing to me).......they then proceed to collect the standard £9.99 per month....

Over the last month or so I've e-mailed a cancellation request, followed it up with a written request to Sunderland (recorded post) and sent a formal letter of complaint to Newrie Office asking for a refund of the overpayment. Needless to say I have been completely ignored on all counts without so much as an acknowledgement.

My next step is to send a complaint to someone at board level but I doubt it'll make any difference at all.

The abysmal service people are receiving is a complete disgrace and the fact that they won't even respond to you leaves you feeling pretty powerless. Despite doing nothing wrong you are the one that's faced with the worry of getting hassled/ threats of legal action etc. if they don't get their money (that is if you are fortunate enough to be able to stop payment).

Companies like this really need to be better regulated because they seem to be a law unto themselves.

It's good to see some media interest (hats off to the Sunday post) and hopefully things will gain a bit of momentum and Setanta get the wake up call they need.

musogeek

robertr wrote: »

SORTED!!!!

Following my post a couple above, after a bit of googling Setanta Chief Executives I sent multiple emails last night to the following Setanta email addresses, and to the ones above:-

[EMAIL="leonard.ryan@setanta.com"]leonard.ryan@setanta.com[/EMAIL]
[EMAIL="Michael.ORourke@setanta.com"]Michael.ORourke@setanta.com[/EMAIL]
[EMAIL="michael.bucks@setanta.com"]michael.bucks@setanta.com[/EMAIL]
[EMAIL="roger.hall@setanta.com"]roger.hall@setanta.com[/EMAIL]
[EMAIL="matthew.kemp@setanta.com"]matthew.kemp@setanta.com[/EMAIL]

I also filled out the online 'contact us' form again.

This morning just had a phonecall from Kirsty at Setanta saying that they had got my email and apologised and has now cancelled, refunded this months subscription and added £10 goodwill.

So, not sure which email address did the trick but good luck!!!!

i just tried this - sent my letter (more like an essay to detail my efforts to cancel)- i didn't bother with the online form as it would get ignored as usual

fingers crossed.

everyone should try this- if it doesn't work, who is for a mass gathering at their head office? - the press might be interested in some direct action!

shirlthegirlx

musogeek wrote: »

i just tried this - sent my letter (more like an essay to detail my efforts to cancel)- i didn't bother with the online form as it would get ignored as usual

fingers crossed.

everyone should try this- if it doesn't work, who is for a mass gathering at their head office? - the press might be interested in some direct action!

I too have tried sending emails to those adresses listed, but to date , have received NO ACKNOWLEDGEMENT at all.
And they have the nerve to say that only a single figure percentage of people have cancelled their subscription to them!!!