Cancelling TNT sports.

[Raggytash2154]

I have, for the last 3-4 months spoke to three different agents to cancel TNT sports. I am still getting charged for the above , Every time I speak to an agent they assure me they have cancelled the TNT package. I have threatened to cancel my remaining broadband package and look for another provider. BT have told me I will have to pay £411 if I do this. Are BT in breach of contract because they keep ignoring my cancellation request regarding TNT sports. 

[DarrenDev]

Sorry about that @Raggytash2154 - I can see you cancelled on November 6th, and the service stopped on November 20th (end of your billing period).  Your bill on November 22nd still included it though - this was refunded in your December bill, after you called to notify us.  I can see it was then also charged again for the month going forwards though.

I can confirm that the service is definitely cancelled on your account, but there appears to have been a fault with it being cancelled from your bill.  You already called us yesterday to raise it again, but I've raised a ticket for our specialists to manually double check and make any corrections as needed - including ensuring the money is credited back to you.

Sorry for the inconvenience.

[Raggytash2154]

Hi, many thanks for the reply. Fingers crossed TNT sports does not appear on my next bill. 

[DarrenDev]

The fault with your bill was found this morning and manually corrected. I'm told we're confident that it won't appear on your bill next week.

[Raggytash2154]

Was told it would correct itself this month, and the month before that. I was told the over charged amount had been credited to my bank account. It as not. Your agent would not accept this unless I provided a copy of my bank statement. 

[DarrenDev]

Unfortunately our agents are only able to see the ordering system, where the service was cancelled correctly. The fault was in the billing system, which is what was manually corrected this morning.

I'm also sorry for the confusion regarding the credit - it wasn't sent to your bank account. Instead, it was credited to your BT account meaning your bill next week will be reduced accordingly.

Our records show you should have received this email: