Cannot cancel Entertainment Pass Add On

[Phil24]

Hi following on from my previous post I still can’t cancel the now entertainment Add On.

https://community.bt.com/t5/EE-TV-YouView/Remove-now-entertainment-pass-from-account/m-p/2413074#M81... 

I’ve tried speaking to several people but no one seems to be able to do it . 

Can anyone help directly?

thanks 

[zulu17]

@Phil24

I see the advice back in October was to contact Customer Service (CS)  but as you have experienced  if the normal CS tools don't work there seems to be a void whereby the customer  does not get a timely resolution and it seems has to continually chase with no apparent ownership within the company. The moderation team here are not enabled with account access these days but they should have escalation routes if the standard Customer Services process is seen not to be functioning.

It does seem unreasonable for you to continue to incur charges for a service  addon which the company is unable to remove.

[Christopher_G]

Hi @Phil24 

This is something that the Customer Services team should be able to sort out for you. Did they say why they can't, or what the problem is?

Did you call to speak to someone, or was it on live chat?

Chris

[Phil24]

Already spoke to two agents they couldn’t do it. One of them suggested moving to EE to get rid of it. Just trying to avoid calling again ! 

[Christopher_G]

I understand you're reluctant to call again, @Phil24, but I think it's the best thing to do in this situation. If they're unable to help or explain why it isn't working, I recommend following our complaints process.

Chris

[Hunter2660]

Just to clarify what package do you have, and was Entertainment added to that package?

[Phil24]

Big Sport

thanks for your help, will try calling again 

[zulu17]

@Phil24  Given that the company’s systems and various  support personnel have been unable to effect your request to cancel the addon , I suggest that you request that they reimburse any charges accruing from the point of of your first request (October ) until such time as they are able to.