Unauthorised add ons

[fumingseal]

My Husband passed away so I had to change the account into my name.

I was then told we had Asian Mela and Man Utd TV, which I know we did not request (We're not Asian and do not like football, let alone support Manchester United!) I was also told we had all the sports channels, Kids pick and the film channels - all of which I know my husband had cancelled several months ago when we added TNT sports to our package so we could watch WWE Wrestling.

I was informed that I cannot make changes to my package until a month's time!!! These are all changes I shouldn't have to make because they have incorrectly been added to the account.

[Cardiffman282]

Raise a formal written complaint with a view to escalating to the Ombudsman. The link is below. 

[Robert_P]

Hello fumingseal

Sorry to hear of the package issues experienced at this already difficult time, we appreciate you taking the time to raise this with us via the forums and welcome to the community.

When you spoke to the team, did they advise why changes couldn't be made to your account and package at that time? There can be instance where 30 days notice are required to remove some subscriptions, was this what was advised?

[fumingseal]

I was just told that I couldn't make any changes to the package for 30 days.

I now have the bill and from the 12th Nov - 15th Nov Man Utd Tv, Asian Mela and TNT are not mentioned. On the side that covers 16th Nov - 15th Dec MUTV, Asian Mela and TNT suddenly appear. But supposedly the woman I spoke to had transferred the package over exactly as it was when the account was in my husbands name!

[Vikki_M]

Hi fumingseal,

Thank you for your further message.

I'd need to take a closer look to see what's happened.

I'll send you a private message now.

Please look out for the envelope in the top right of the page and pop back to me when you can.