I've already posted about this on Money Saving Expert in response to another person's problem, but wanted to copy and paste it here so you are all wary of what Top Up TV could do to you... My story starts yesterday....
I've had the same issue as the original poster.
My brother got a box (which he wanted to watch Setanta Sports) and went to pay his £20 connection fee, however they are currently insisting that you use a credit card to make this payment. He doesn't have one so asked me if I could pay it. No problem. I nipped around his house, he gave me a twenty pound note and dialled. Answered the usual questions, then handed the phone to me to pay.
I was asked the usual questions about whether it was my card, if I understand £20 was going to be deducted etc. etc. etc.
That was in November. My latest credit card statement came in the post today and I noticed that Top Up TV had deducted £9.99 from my account on the 6th Febuary. I checked my other statements and in December they took £14.98 and another £9.99 in January.
(If you're wondering why I didn't notice before, I pay my balance off in full every month and pretty much know how much I've spent on my card, so I glance at the total on the statement and estimate whether it is correct... a tenner won't make much of a difference to my mental arithmetic)
I checked whether my brother had ordered any extra packages (and for some reason they were debiting my card) but they weren't, so I picked up the phone this evening.
Interestingly enough as I made the initial payment and could answer security questions about my brother they added me as a registered contact on the account there and then.....
Anyway, the excuse I was given was that along with his Setanta Sports season ticket he was given a month free trial of Top Up TV Anytime. If he didn't want it he would have to call within 30 days to cancel.
I refuted that and said I was stood next to him and don't recall him mentioning that, and when I gave my card details I was not told about any ongoing debit from my account.
(Incidentally, under what authorisation can they debit my account like this? They have not set up a standing order or a direct debit)
I was told that we would have been told (of course) etc. etc. etc. However, after asking about recording calls I was told that they would still have this call on file so they can hear for themselves how this was never mentioned.
I have to call back tomorrow, speak to cancellations to give them 30 days notice for Top Up TV Anytime and then write to them with copies of my bank statements to ask for my £40 back. Not a chance. If they don't agree to pass me my money back tomorrow I will raise the issue with both my credit card provider and let Watchdog know of how they are still chancing it.
I've had the same issue as the original poster.
My brother got a box (which he wanted to watch Setanta Sports) and went to pay his £20 connection fee, however they are currently insisting that you use a credit card to make this payment. He doesn't have one so asked me if I could pay it. No problem. I nipped around his house, he gave me a twenty pound note and dialled. Answered the usual questions, then handed the phone to me to pay.
I was asked the usual questions about whether it was my card, if I understand £20 was going to be deducted etc. etc. etc.
That was in November. My latest credit card statement came in the post today and I noticed that Top Up TV had deducted £9.99 from my account on the 6th Febuary. I checked my other statements and in December they took £14.98 and another £9.99 in January.
(If you're wondering why I didn't notice before, I pay my balance off in full every month and pretty much know how much I've spent on my card, so I glance at the total on the statement and estimate whether it is correct... a tenner won't make much of a difference to my mental arithmetic)
I checked whether my brother had ordered any extra packages (and for some reason they were debiting my card) but they weren't, so I picked up the phone this evening.
Interestingly enough as I made the initial payment and could answer security questions about my brother they added me as a registered contact on the account there and then.....
Anyway, the excuse I was given was that along with his Setanta Sports season ticket he was given a month free trial of Top Up TV Anytime. If he didn't want it he would have to call within 30 days to cancel.
I refuted that and said I was stood next to him and don't recall him mentioning that, and when I gave my card details I was not told about any ongoing debit from my account.
(Incidentally, under what authorisation can they debit my account like this? They have not set up a standing order or a direct debit)
I was told that we would have been told (of course) etc. etc. etc. However, after asking about recording calls I was told that they would still have this call on file so they can hear for themselves how this was never mentioned.
I have to call back tomorrow, speak to cancellations to give them 30 days notice for Top Up TV Anytime and then write to them with copies of my bank statements to ask for my £40 back. Not a chance. If they don't agree to pass me my money back tomorrow I will raise the issue with both my credit card provider and let Watchdog know of how they are still chancing it.