Been paying for BT Sport at old address without realising

System

This discussion was created from comments split from: BT COMPLAINTS HELP.

Gpowell

Hi I have a complaint with BT. Basically we have been paying for BT sports at our old address for the last 6 years. The DD appears on the statement as BT and we thought it was our landline rental. We had e mails each month but seldom opened them as again thought they were the line rental. We estimate we have paid over £2k for a service we haven’t had. I don’t believe a root cause analysis has been completed or a check of records from 2018 to state we called and cancelled. They have closed the complaint and referred us to FOS. Has anyone taken this type of complaint to FOS? What was the outcome? tIA 

flaneurs_lobster

Gpowell said:

Hi I have a complaint with BT. Basically we have been paying for BT sports at our old address for the last 6 years. The DD appears on the statement as BT and we thought it was our landline rental. We had e mails each month but seldom opened them as again thought they were the line rental. We estimate we have paid over £2k for a service we haven’t had. I don’t believe a root cause analysis has been completed or a check of records from 2018 to state we called and cancelled. They have closed the complaint and referred us to FOS. Has anyone taken this type of complaint to FOS? What was the outcome? tIA 

Why do you think the service is being provided at an old address? Are the bills showing this address?

Every month BT send me an email saying my statement is ready and here's a link to go look at it.

The statement gives a breakdown of each cost element that goes to make up the monthly total, right down to individual phone calls and certainly the details of my BT (now EE) TV and BT (now TNT) Sport subscriptions.

You've been paying over £30 a month for six years for a service that BT told you about monthly and you didn't notice?

Good luck with that complaint.

iniltous

Resurrection of a 3 year old post that’s not even the same issue is a bit weird.

It is TNT Sports now (  just me being pedantic ) but on what basis did you have it , BTTV , via Sky or via an App ?, are you still a BT Broadband customer ?
TBH , BTTV is not really associated with an address unless you had it via Sky satellite ,it’s associated with your BT account, that endures through house moves etc , so if you move , you can take it to your new location, the UHD version may not be available if the speed isn’t fast enough , but that’s a minor issue .

If your argument is that you took the opportunity to remove ‘sports’ from your BT broadband when you moved , you should have really checked it was no longer being billed for after you moved   , if after 6 years you expect the original call where you requested it to be removed to still be available, so it can be confirmed you asked for sports to be removed from your account, are probably going to be disappointed.

You would really be better starting a new thread , but I would think this is one of those where it’s your responsibility not BT , especially if there is no ‘proof’ that you asked for Sport to be removed in the first place , and TBH , as stated , if you knew what you paid when you wanted BTSport  , asked for it to be removed expecting a £30 a month reduction in your bill as a consequence of it being removed , then the expected saving never materialised, it’s your responsibility to check why that reduction was never made, if it’s the case that if you had plugged your BTTV box in and that service was available, but you never actually plugged the BTTV box in ( assuming it was via BTTV ) then that may simply be your misfortune , any argument that BT could see there was no ‘box’ connected 
Is irrelevant, they don’t need to monitor you are connected to bill you , 

QrizB

I've asked the Forum team to split the latest query out into a separate thread.

MSE_ForumTeam5

Split into new thread as per @QrizB suggestion