Cancelling TNT Sports - DISGRACEFUL SERVICE

[rnk136]

Couldn't cancel TNT Sports on Sky any way online so had to phone. Had to request a callback as wait time was 30 minutes.

Someone called back eventually and went through the cancellation explaining it was 30 days notice period.

I said yes, ok - cancel it on 11th November as this is where my current bill covers up to. 

This took well over 20 minutes for some reason with several back and forth and "can you hold".

Came off the phone, email arrived saying cancellation order had been completed as of today, not 11th Nov! Channels all gone off Sky!!

Called back, waited 20 minutes for someone to answer, after many back and forth for almost half an hour she told me the cancellation now cannot be reversed so I just have to pay for the 30 days!

I said no way am I paying for 30 days with no channels - this is your mistake. I said cancel my bill or put the channels back on until 11th Nov.

She said well, you'll have to try and dispute the bill in 30 days. Or I can only add it on under EE but you'll get charged by EE as well so you'll still have to dispute the BT billing.

Absolutely furious.

Can I cancel my DD due out on 20th Oct (I only have the TNT Sports via BT now) so I don't pay them?

How can I resolve this?

I said I was fine to pay for the 30 days but I expected to keep the channels for the notice period!!!!

I have spent almost 2 hours on/off the phone about this and nobody can fix it. It's disgusting.

Is it best to raise a formal complaint?

[andydenyer]

I'm confused as to who you had TNT Sports with as you start off by saying it was on Sky. So was it Sky you were calling to cancel it? If so, then your beef is with Sky, not BT. Who is the DD with ("so I don't pay them" - who is "them")?

[rnk136]

I pay BT for it, not sky. I mean BT when I say "them". It is named 'TNT Sports on Sky' but I pay BT. They have cancelled it immediately instead of in 30 days and now say I still have to pay.

[DarrenDev]

Are you saying that they've cancelled it immediately, but say you'll still be charged for 30 days? That's definitely not right.
If you're happy to go without TNT Sports now, then I would recommend cancelling the direct debit (it's your right to, regardless of circumstances), and then query the bill when it arrives, if it doesn't match your expectations.

[rnk136]

Yes! Exactly that!!
I am going to cancel DD and take it from there.
It's so mixed up when you ring them... one account for BT, one for EE (broadband is under EE), then the 2 groups trying to handle each others responsibilities if you like and right hand doesn't know what left hand is doing it seems.