Trying to cancel Setanta?!

gemzz90

Hi all,

Having just checked my bank statement I've noticed that the cost of Setanta has now increased much to my surprise. I've been meaning to cancel the package for some time but have not got round to it after the ridiculous amount of hassle I had with their call centre when I first signed up. Now I've begun to investigate how to go about the cancellation I am further filled with fear! I've received no correspondence from Setanta regarding their charge increase nor the fact that 60 days (!!) notice is now required to cancel which I've just discovered on their website.

So I'm after some advice, obviously having read back through previous posts I realise many people are in the same position, but am I really going to have to give them 60 days notice despite the fact it was 30 when I signed up? When should I have heard about their new changes? I'm not very up on the legalities of all this, but surely they can't change their t&cs without giving prior notice?

Thanks in advance for any advice

jellofund

gemzz90 wrote: »

So I'm after some advice, obviously having read back through previous posts I realise many people are in the same position, but am I really going to have to give them 60 days notice despite the fact it was 30 when I signed up? When should I have heard about their new changes? I'm not very up on the legalities of all this, but surely they can't change their t&cs without giving prior notice?

Thanks in advance for any advice

I think that legally they need to give a minimum of 30 days notice of any changes to their terms & conditions.

The terms & conditions I have clearly state they will give at least one month's notice of any changes. I received an e-mail at the beginning of June which gave 30 days notice of the changes....at which point I wrote to them to cancel.

They did their best to 'hide' the changes in the e-mail though. Rather than saying something like 'Please read - Important changes you should be aware of' it was headed up 'Setanta Sports just keeps getting better'

There were then several paragraphs of flannel saying just how great they'd made their package before dropping the bombshell re. prices / T&c's right at the very end....I wouldn't be surprised if a lot of people assumed it was as a promotional e-mail and didn't even bother to read it.

DavePerry1972

Finally :rotfl::j :T

After several phone calls, a letter which they denied receiving, emails to customer services, managing director, chief executives, directors and anybody else I could find (none of which I received a response from) I have spoken to Sh#tanta again this morning and they have confirmed that my viewing will be switched off on the 30th July.

After the runaround and other people's problems on here, and other threads I should be forgiven for doubting their integrity and asked for the operators name as reference come 30th July when it likely transpires they have not cancelled it as promised. He told me that it was Owen from Sunderland but wouldn't give out his surname. I pressed him further and he then gave me a case note number that he says he has noted on my account.

Here's hoping this is the end of my troublesome journey and good look to everybody else experiencing similar problems. Just for reference over recent weeks I have used the premium rate numbers and spent up to 20-30 minutes each time in hold. Today I used another number from www.saynoto0870.com I got through immediately and seemingly got the answer I wanted.

The number I used was 0191 501 3482 Good luck !!!

pen1

jellofund wrote: »

My theory is that they've shot their load financially buying Premiership / international football & boxing rights and haven't invested sufficiently in the underlying business.

My theory is that the Setanta subscriber base has yet to reach a peak and that in the short-term therefore, the effects of poor customer service can be compensated for by the ability to attract new subscribers.

However, as it becomes harder to attract new customers, the need to retain existing customers and win back ex-customers, will become more critical.

Whilst subscriber numbers may keep rising in the short-term, I think it's a matter of common sense, that Setanta cannot afford to keep upsetting people who have previously shown an interest in their service, at the present rate.

I think that several businesses in the service/entertainment/utility industries have found it very difficult to shake-off reputations for poor customer service that have taken hold, and have paid a price for being perceived to be less efficient than their competitors.

Based on my own experience, I don't think that Setanta have satisfactory record-keeping or an effective complaints procedure, so I doubt that they understand which customers have legitimate cause to be upset with them.

I also think that 10p per minute is too much to expect customers to pay, to resolve issues of Setanta's making, and a disincentive to bother trying.

therivierakid

Does anyone know the date of the change from 30 days' notice to 60 days' notice? My special delivery letter was received (but I guess not actioned/opened) on June 30th and I only gave them 30 days' notice in that letter.

My subs (£15 - they're really screwing me!) came out on July 4th and I was hoping that that would be the last one. I'm assuming now that it won't be.

Thanks.

Fred_Fernackerpan

hi there, my son has just been trying to cancel his Setanta Sports subsc. He phoned 08712003322 (bet thats a high rate premium number!) :mad: he was asked if he would like to continue at a cheaper subscription, but declined and was then transfered to the cancellation dept...:cool: that kept him waiting for ages, so what do you do, hang up as its costing loads to wait, and end up not cancelling, or wait, he waited ONLY to be told he MUST write to Setanta Sports. P.O. Box 8544. Sunderland. SR9 9X2. So please dont bother phoning them use the address above, but make sure it goes recorded or even registered so they cant say they didnt get it. Put in the cancellation letter your account number and also the words 'I am revoking authority for use on my credit card........' We did ring the credit card MBNA to ask how Setanta can still take out money from his credit card even though my son has not activated his new card with MBNA. Apparantly the card number is all that is needed for Setanta to continue with this, MBNA could not cancel the monthly pament
Setanta would have to do this. The only way you could guarantee no more money being taken from your credit card is if it has been lost or stolen and you phone the credit card company to have a complete new card issued. Of course you would then have to notify everyone else who you have a monthly/quarterly or even yearly subscription with BUT NOT SETANTA SPORTS....:T But of course still send the letter to them.
This info is of course about credit cards, Im sure with a bank account direct debit you should be able to cancel it online or at your bank...fingers crossed.

[EMAIL="abuse@moneysavingexpert.com?subject=Reporting post http://forums.moneysavingexpert.com/showpost.html?p=12485827"][/EMAIL]

hansi

And thereby hangs the moral to this tale, as I have stated many times before, NEVER, EVER use your credit card for a recurring payment. It is impossible to stop (virtually). Use DD over which you have control.

Fred_Fernackerpan

:question: I did ask him why he had used a credit card and he informed me that Setanta would only allow him to sign up using a credit card. Maybe he was worried that dd coming out of banks dont always get stopped thus you incur those damn bank charges

hansi

But that is exactly the point I am making. DD's are controlled by you and can be stopped by a phone call, or if you have internet banking by a click. Recurring CC transactions cannot be cancelled unless it is done by the receiving Company, in this case, Setanta, who I suspect would not follow customers instructions, if what I have read on this board is true. Thankfully,I get Setanta free as part of a Virgin Media deal, but I sympathise with you all.

guy123_2

After a couple of letters to setanta still no joy.Contacted my credit card company and have disputed the payments. Was helped by a lady who refunded my payments and informed me that she would cancel my card.This was to stop setanta drawing any money out of the account.She didn't know what she was talking about! Went into the branch today and the manager made a couple of phone calls. Setanta still taking money,£12.99 now, and if i cancel the card that makes no difference.Even if i close the account and Setanta want some more money,they can! Never set up a dd on a credit card! Another letter is going to be written:mad: