Hi, hope someone can help me please.
31 March 2017,
I signed up as a new customer taking bt tv and infinity.
First few months had no issues with the service or bills.
Received my bill and found a £3.50 charge for BT sport.
Did an online live chat (LC) and the LC said the charge was correct as all customers were now being charged for bt sport, I told the LC that when I placed my order in March, my order stated that bt sport would be free for 12 months.
My order also said that if prices were to increase while in contract I would be notified first, I have never been notified that I would be getting charged for bt sport
LC said that customers were sent letters in January / February, I had to point out to LC that I only became a customer in March after those letters were sent out.
LC then said an email would’ve been sent to me, I asked the LC can you re-send this email or provide the date email was sent, as I have never received it, LC said this was not possible and couldn’t tell me either when the email was sent to me.
After half hour of chatting I was put through to a call centre person and had to go through all the same conversation with them all over again.
The person after talking to their manager finally agreed that I was incorrectly being charged the £3.50 and my account would be credited the £3.50 on my September bill and I would not have to pay the bt sport charge for remainder of my contract.
I asked for an email confirmation of this refund but was told this was not possible but a message was put on my account about me getting the bt sport for free as per my original order.
7 September today, received my bill and guess what, no refund for the August charge and another charge for September.
Am furious now as I am clearly being incorrectly charged, was promised that I would be refunded and absolutley nothing has happened!!
I honestly do not want to spend another hour on live chat / phone and get nowhere all over again, please can someone help.
Solved! Go to Solution.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
Welcome to the forum and thanks for your post!
I'm sorry that you've been charged for BT Sport when you've been told it would be free. I also agree with your comments that when you're promised a refund it should have happened.
Can you send us over your details and we will help you? Click on my username here >> RobbieMac << and you'll see our contact link on the left hand side underneath my profile picture.
Thanks for you call David and for arranging the refund.
As discussed, hopefully the billing will be correct going forward, thanks again, much appreciated.
Hi David, thanks for your call earlier, apologies I missed it.
Yes the billing is all correct now, thanks very much for sorting this and yes please close the issue off.