BT Sport Overcharging for years!

BT having been overcharging me almost 9 years! 

It all started when I cancelled my broadband & TV in 2015 when moving house. They cancelled the broadband but somehow they didn't cancel the TV subscription and kept charging me at around £30 per month. 

Subsequent to this I changed back to BT in 2020, at another property. I am now in the process of changing provider again and have only now noticed the extra monthly charge. When speaking to BT they admitted they made a mistake but are only willing to refund for the last 6 months! 

So I had 2 account numbers, the old one was NOT on my BT online bill & I didn't notice the charge in my bank account as it was rather small. (And I don't check my bank account regularly for things like this). Plus, you would trust someone like BT to cancel something that had been agreed upon, especially when one part of the account was cancelled. 

I have escalated a complaint with BT but I don't know where I stand with this, any help or advice would be appreciated. 

Comments

  • Aylesbury_Duck
    Aylesbury_Duck Posts: 13,956 Forumite
    First Anniversary First Post Name Dropper
    pbz33 said:
    BT having been overcharging me almost 9 years! 

    It all started when I cancelled my broadband & TV in 2015 when moving house. They cancelled the broadband but somehow they didn't cancel the TV subscription and kept charging me at around £30 per month. 

    Subsequent to this I changed back to BT in 2020, at another property. I am now in the process of changing provider again and have only now noticed the extra monthly charge. When speaking to BT they admitted they made a mistake but are only willing to refund for the last 6 months! 

    So I had 2 account numbers, the old one was NOT on my BT online bill & I didn't notice the charge in my bank account as it was rather small. (And I don't check my bank account regularly for things like this). Plus, you would trust someone like BT to cancel something that had been agreed upon, especially when one part of the account was cancelled. 

    I have escalated a complaint with BT but I don't know where I stand with this, any help or advice would be appreciated. 
    First thing to do is to start doing this.  

    When it comes to the "overcharging", you'll need to be sure that you did cancel both services back in 2015, but it sounds as if BT has acknowledged their error.  Do you have that in writing?  If they have acknowledged they mistakenly charged you for nine years, it seems odd that they're only willing to refund the last six months.  

    I'd see what comes back from your escalation.
  • Ectophile
    Ectophile Posts: 7,321 Forumite
    First Anniversary Name Dropper First Post
    Assuming you're not in Scotland (because Scotland has to do things differently), the Limitation Act allows you to claim in court for losses up to 6 years old (not 6 months).  You would have to send a Letter Before Action, then if necessary follow it up with a small claim at the high court.
    If it sticks, force it.
    If it breaks, well it wasn't working right anyway.
  • the_lunatic_is_in_my_head
    the_lunatic_is_in_my_head Posts: 7,541 Forumite
    Photogenic First Anniversary Name Dropper First Post
    edited 21 February at 9:07PM
    Hello OP

    Have a Google search for CEO email and search that site for BT and pop over a brief email to the email address there, you should get someone from a high level of customer service contact you.

    Do you still have the emails confirming they were stopping the service 9 years ago? 
  • born_again
    born_again Posts: 14,335 Forumite
    First Anniversary First Post Name Dropper
    pbz33 said:
    BT having been overcharging me almost 9 years! 

    It all started when I cancelled my broadband & TV in 2015 when moving house. They cancelled the broadband but somehow they didn't cancel the TV subscription and kept charging me at around £30 per month. 

    Subsequent to this I changed back to BT in 2020, at another property. I am now in the process of changing provider again and have only now noticed the extra monthly charge. When speaking to BT they admitted they made a mistake but are only willing to refund for the last 6 months! 

    So I had 2 account numbers, the old one was NOT on my BT online bill & I didn't notice the charge in my bank account as it was rather small. (And I don't check my bank account regularly for things like this). Plus, you would trust someone like BT to cancel something that had been agreed upon, especially when one part of the account was cancelled. 

    I have escalated a complaint with BT but I don't know where I stand with this, any help or advice would be appreciated. 
    As per Mr Martin Lewis... Start checking your account each month & check amounts off. Anything you do not recognise Query...
    £30 a month is not a small amount. £360 a year...

    TBH, 6 months back is good.
    Max FCA would say you are entitled to is 13 months, after that is considered customer responsibility. 🤷‍♀️If you had a claim via bank, which as this was a DD you do not.
    Life in the slow lane
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