This topic

"12 Months Free" Gamepass Ultimate

Petrodmul51 — Wed, 01 Nov 2023 15:18:31 GMT

I really hope someone can help or advise me if they have experienced the same problem as I really am at the end of my tether;

I upgraded my BT Broadband 4th August 2023 and received an email with a link to avail of "12 months free Gamepass ultimate" two days later (6th August 2023). I followed the instructions precisely and connected my existing Xbox account (which already had approx 2 years of subscription prepaid) and almost immediately an additional month of Gamepass subscription was added to my account.

All appeared well until several hours later I received an automated email from BT advising me that I would be charged £10 per month for subscribing to Gamepass through BT. I immediately contacted BT via live chat where I was advised to ignore this email as my account showed the free 12 month offer and no record of any charges forthcoming.

When my next bill was issued there was £10 charge for Xbox Gamepass. I again contacted BT and an agent stated the £10 would be refunded. I reiterated the fact that I was on a free 12 month period for this service and the agent agreed. I asked if he could sort my account so that there would be no further £10 charges. He agreed to do so and put me on hold. He returned and told me the issue was sorted. After the phone call was ended I almost immediately received an automated email that my Xbox Gamepass had been cancelled?? I again called customer service where a new agent apologised and re-started my Gamepass subscription. I again asked if my account could be updated to reflect my 12 month free offer and that no further charges would be applied to my account. I was advised this wasn't possible and the only solution was to call back each and every month for 12 months and request a £10 refund. I explained that surly this was not a free subscription and I deemed this to be unacceptable. I was informed there were no other options. I requested I could speak with a supervisor or someone with better access to my account to solve my issue. Eventually I spoke with a more senior customer service representative. His solution was to initiate a new order for the 12 month free Gamepass subscription which would be added to my account. All sounded well. I was again contacted by this supervisor both by email and telephone a few days later and he stated that the new order had appeared to have went through. He stated that it appeared that there were 2 similar Gamepass subscriptions linked to my account, my original one that I had created that was incurring the £10 per month charge and the new "free" subscription initiated by him. He told me that he would now cancel the original order and that I would receive an email advising me that my Xbox Gamepass subscription had ended which I duly did. A few days later on 7th September I noted a second month subscription had been added to my Gamepass account so I assumed again all was well.

Upon checking "My BT / My products" online there was nothing to indicate that I was still subscribed to Xbox Gamepass but the previous advisor had told me not to worry as it was showing as live in my account.

7th October came and went and no further months had been added to my Gamepass on 24th October I sent an email to the Customer Services Team leader that had created the free 12 month subscription, I received no reply.

On 30th October I again telephoned BT and spoke to a new advisor. He read all prior notes and upon checking my account he noted that there was a free 12 month subscription showing on my account but it was only showing as "available" as opposed to "active." I was placed on hold whilst he sought advice from a supervisor then I was transferred to the BT technical team advisor who again listened to my story, read my notes and apologised for the issue. Eventually I was advised that he couldn't sort the issue and would have to refer the matter to an offline "bridging team." He arranged a call-back phone call to take place 31st October between 1030 and 1230 where he would update me. A short time after this call I received an automated email from BT advising me that a complaint had been raised and they would get back to me shortly. This was despite me not raising a complaint on this occasion but none the less I thought at last my issue was being taken seriously.

I waited phone in hand for this 2 hour period but no call was received. I took to twitter to see if I could find out why I hadn't been contacted. Quite quickly I received a message through twitter that BT had tried to call me at 1135 but had been unable to get through. I made it known that I disputed that this call attempt had been made. I was further advised that the issue was being investigated by "the relevant team" and they would be in contact. A short time later I received another automated email from BT advising me that my complaint had been closed. I immediately raised this with the BT representative on Twitter who informed me that it had been closed because they couldn't get through to me on the phone. They agreed to reopen the complaint and I received an email to that effect a short time later.

I hope this hasn't been too arduous to read and does provide enough background as to what my issue is.

Has anyone had the same problems and can give any advice on how to proceed. Any help or advice would be greatly appreciated

Re: "12 Months Free" Gamepass Ultimate

gg30340 — Wed, 01 Nov 2023 16:39:29 GMT

I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They will advise you by posting on this thread.

Re: "12 Months Free" Gamepass Ultimate

Petrodmul51 — Wed, 01 Nov 2023 16:42:16 GMT

Thank you 👍

Re: "12 Months Free" Gamepass Ultimate

RobbieMac — Wed, 01 Nov 2023 16:57:43 GMT

Hi @Petrodmul51

Welcome and thanks for your post!

I am very sorry for all the problems you've experienced after placing your order for the free 12 month Xbox offer. I appreciate the time you've spent over the phone trying to get this sorted out. It's disappointing to see the amount of problems you've had after placing your original order.

I can see you have reached out to our guides on Twitter. I know the team personally manage complaints from their side and I'm confident the guides will get you sorted. Do you want to message me privately and I'll double check your case is where it needs to be? Click into my profile >> here << and you'll see the envelope to message me in the top right hand corner.

Thanks,

Robbie

Re: "12 Months Free" Gamepass Ultimate

RobbieMac — Wed, 01 Nov 2023 19:07:34 GMT

Hi @Petrodmul51

Thank you for taking the time to message me privately.

As confirmed, our guides on Twitter are managing your case and are due to follow up with you again tomorrow. Feel free to keep the thread updated with how things are going 🙂

All the best,

Robbie

Re: "12 Months Free" Gamepass Ultimate

Petrodmul51 — Thu, 02 Nov 2023 17:13:23 GMT

Hi again @RobbieMac

Perhaps unsurprisingly nobody from BT reached out to me at any point today. Looks like I’ll have to spend tomorrow morning trying to plead my case to new set of customer service guides.

Is it possible to request to be connected with the team that is meant to be dealing with my case ? If so what team would I actually ask for ?

Thanks again for your help this far.

Peter

Re: "12 Months Free" Gamepass Ultimate

NeilO — Fri, 03 Nov 2023 09:31:02 GMT

@Petrodmul51 I'm really sorry about that, I can see you've messaged @RobbieMac with your details so there's no need to call again, we'll get in touch when you're at the top of our queue. The Xbox team works offline so can't be contacted over the phone but we can chase them up on your behalf.

Thanks

Neill

Re: "12 Months Free" Gamepass Ultimate

Petrodmul51 — Fri, 03 Nov 2023 10:20:59 GMT

Hi @NeilO

Thanks for getting back to me so promptly and any ‘chasing up’ would be greatly appreciated.

I will hold off on phoning again today, have you any idea on a timescale for when I’m likely to be contacted ?

Kind regards

Peter

Re: "12 Months Free" Gamepass Ultimate

NeilO — Fri, 03 Nov 2023 11:51:06 GMT

Hi @Petrodmul51 we're quite busy in the moderation team at the moment so it will be a couple of days, we'll take over the case and manage it until it's sorted.

Neil

Re: "12 Months Free" Gamepass Ultimate

Petrodmul51 — Fri, 03 Nov 2023 11:57:16 GMT

Hi @NeilO

That’s sounds great, you have my sincere gratitude.

Hopefully hear from you soon.

Kind regards

Peter

Re: "12 Months Free" Gamepass Ultimate

Petrodmul51 — Mon, 06 Nov 2023 20:58:13 GMT

Hi @NeilO @RobbieMac

So I have just received this on X (Formerly Twitter) as an update to my saga.

I have replied and sought clarity. As described above when I initially upgraded my broadband, I received an email inviting me to avail of the free 12 months Gamepass Ultimate. I clicked the link and completed the directions. This was done on a MacBook and through a browser. At no time did I use the phone app to carry this out. When I tried again to add Gamepass ultimate as per these instructions I was warned on the website that this would incur a £10 per month charge so at this time I have refrained from doing so.

I really don't think it is unreasonable for me to feel extremely frustrated by this. I just wish that someone within BT would take ownership of my case and stop sending me around in circles.

Re: "12 Months Free" Gamepass Ultimate

Petrodmul51 — Mon, 06 Nov 2023 21:08:26 GMT

Hi @NeilO @RobbieMac

Update. Received another message from Emmett in your Twitter Team advising me to proceed as directed and sign up again through the My Products Page on My BT. I have done this again on a web browser and my Xbox Gamepass Subscription has been extended by 1 month. This is now the third credit I have received. Time will tell if this will incur another £10 charge on my account. I will of course update when appropriate.

Regards

Peter

Re: "12 Months Free" Gamepass Ultimate

NeilO — Tue, 07 Nov 2023 08:54:50 GMT

Hi @Petrodmul51 Thanks for the update, the Twitter team works in the same contact center as the moderation team. I can see that Emmett has set a reminder to follow up with you again on Friday, he has notes on your case to say that he will refer this to the Xbox team if needs be.

Thanks

Neil

Re: "12 Months Free" Gamepass Ultimate

Petrodmul51 — Tue, 07 Nov 2023 09:27:47 GMT

@NeilO

Hi again,

To be fair things appear to be so far so good 👏 At this stage I haven’t received any emails, automated or otherwise, advising me that I will be charged £10 per month going forward.

Hopefully it remains that way 🤞

Big thanks to you and Emmett for giving me your time

Regards

Peter

Re: "12 Months Free" Gamepass Ultimate

NeilO — Tue, 07 Nov 2023 10:53:23 GMT

@Petrodmul51 No problem, Emmett will check things over on your account on Friday and ensure this is sorted.

Cheers

Neil

Re: "12 Months Free" Gamepass Ultimate

Petrodmul51 — Fri, 10 Nov 2023 07:32:22 GMT

Good morning @NeilO

Just by way of update. I received this automated email from BT this morning;

I have forwarded same to your Twitter team with this message;

Hi Emmett,
I had such high hopes that this whole thing was finally sorted….then this email arrived this morning advising me that I would be charged £10 per month for my supposedly “free” 12 month Xbox Gamepass subscription.

Back to the drawing board

Not happy at all

Peter https://twitter.com/messages/media/1722878824986149005

Re: "12 Months Free" Gamepass Ultimate

Petrodmul51 — Wed, 22 Nov 2023 13:58:01 GMT

@NeilO @RobbieMac

Hi again

The saga continues

At 1855 hours on 14/4/23 I received a phone call from "Chris" in the BT Offline Xbox Team who advised me that I would be shortly be sent an email with a link to initiate my free 12 month Xbox Gamepass subscription. I got the email a short time later and followed its instructions. I received a months Gamepass subscription added to my account so I thought at last everything was sorted.

Today however I have just received my BT Bill and although it does reflect that I am in receipt of a free 12 month Gamepass Subscription there is a separate entry showing a charge of £10 added to my account and advice that this charge will be recurring unless cancelled??

Any advice as to what to do next? Im reluctant to contact someone in your call centres as last time this happened one of you guides simply cancelled the Xbox Gamepass subscription entirely, although to be fair their knowledge of the whole promotion was very limited.

Regards

Peter

Re: "12 Months Free" Gamepass Ultimate

Petrodmul51 — Wed, 22 Nov 2023 14:01:57 GMT

Quick update, I replied to the email from the Xbox team who to be fair responded very promptly and advised me:
Hello Mr Mulholland,

I’m sorry that the additional charge for Xbox Game Pass Ultimate has shown up on your most recent bill. I’ve checked the dates and it looks like this only occurred because the problem was fixed after the date the charge was raised, so you won’t see this on your future bills.

I’ve gone ahead and refunded the £10.00 charge from your bill dated 22/11/23 and you’ll receive an SMS and separate email confirming this shortly.

So fingers crossed at last this is sorted

Peter