Forum Discussion

JohnC8's avatar
JohnC8
Just joined
3 days ago

Disney plus "for free" and yet billed despite promises

I have now been trying for three months to get my account and billing set up correctly as an existing customer upgrading to 1Meg broadband.

  • Was offered £52 per month offer with Disney plus included via chat after an initial "quote" of £80 without Disney. Confirmed multiple times that Disney would be included.
  • Bill arrives asking for £66 with no Disney.  Ask them to add for free, they agree.
  • Complain and am told it has been added.
  • It wasn't, more calls and several chats later Disney is added, and I would not be charged for it.
  • Next month, I am billed for it again.
  • Complain, am told after complaint a credit will be added to next bill.
  • Next month, am billed for it again, moan and told charge has been credited again.
  • It wasn't added, complain again, am told it will be next month..  And so on and on we go, I have to set aside an afternoon per month now just to deal with the incompetence.

Would be really grateful if anyone has any advice about how to finally get this sorted out, currently pulling my hair out!

3 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    3 days ago

    This is so common on these threads around problems with TV bundles. I’m glad I stopped VM TV some time ago.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 days ago

    And another common element is the promised 'correction' that only happens for one month, probably in the hope that the customer will get tired of going back every time.

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    3 days ago

    Hi JohnC8 

    Welcome to our forums, and sorry to hear about your ongoing issues with Disney+ and your billing. We can understand the frustration caused, and we want to do our best to help. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,