I can't cancel Xbox game pass ultimate

[mrmonkmonk27]

Hello, wondering if anyone can help, just over 12 months ago I renewed my bt contact and got the 12 months of Xbox game pass ultimate offer. It was an absolute farce to activate and it doesn't appear on my account at all- they basically gave me a code to activate on Xbox and then you basically get billed by Microsoft to your bt account and they refund you or something? Anyways I don't have Xbox myself so gifted the code I was provided to my friend. The 12 months ended and it said I had to turn it off to stop it renewing and charging me. I can't find any option to turn it off anywhere as it does not appear on my account. I've been charged this month. Been on the phone today to bt and they refunded it, they say they can't even see the game pass on my account and basically have no idea how to stop it renewing each month! My friend who has this game pass, when he clicks on his account and tries to turn it off if just takes him to the bt login page! There's no way to turn it off it seems so I have no idea how to stop getting charged each month! Can anyone help? Bt chat person claims they've turned it off but my friend says it's still enabled on his Xbox and still can't disable it

[Manatarms84]

If you have had it cancelled it will run till the end of it's billing period so likely will be cancelled.

For your online issues I would clear your browsing history cache and cookies and have another go, failing that try a different browser or device.  I would suggest using Google Chrome or Microsoft edge or something like duck duck go 

[mrmonkmonk27]

I've tried different browsers etc, it doesn't show on your products. BT said they couldn't see it either, I've never been able to see it on my account since it was activated a year ago

[Beerdyman]

I have the same issue. Got Xbox game pass, never showed on account. It cancelled after one month so they sent me a code for 12 months. Never shown on account. Contacted BT who said it will cancel, got an email saying it's going to be renewed for £10 on a rolling contract, now just been billed £12. How do we cancel?!

[Katie_B]

Hi @Beerdyman. 

I am sorry to hear you have been billed again for the Xbox Game Pass. 

Please get back in touch with our billing team so this can be looked into further. 

Katie

[Beerdyman]

Hi Katie,

I contacted the team who again advised it has been cancelled, and kindly refunded the £12 for September. Just received my October bill and surprise, another £12 charge for Xbox.

I've contacted, again, and been advised this will be cancelled. Let's see what November brings.

[Michael_D]

Thanks for the update @Beerdyman.

Please keep us posted with how it goes on the November bill. I hope they have sorted it this time for you.

Michael

[CPH]

I am in exactly the same boat. Hopefully BT will find a solution for us soon.

[Leanne_T]

Morning @CPH 

Thanks for coming to the community. 

Have you been in touch with our BT guides to get this looked into? 

Leanne 🙂

[CPH]

Yes, I made contact to cancel and every month subsequently when I continued to be charged. It may be  as many 4 times I have spoken to someone about this. It looks like game pass is going to be on my next bill so I will need to make contact again.