BT Sport error: TV channel charges subscribers £25-an-hour instead of £25-a-month - how do I get a refund?

Watch more of our videos on Shots! 
and live on Freeview channel 276
Visit Shots! now
Furious customers said they were charged £125 in five hours for the subscription and only offered a £25 credit note as a refund.

BT Sport accidentally charged subscribers £25-an-hour instead of £25-a-month for its pass which includes Premier League and Champions League football.

Furious customers told NationalWorld they were charged £125 in five hours for the subscription and only offered a £25 credit note as a refund.

Hide Ad
Hide Ad

BT Sport said it was “aware that customers have experienced problems” with payments and refunds would be processed before the end of the day, Monday 3 October.

The monthly pass provides subscribers with access to Premier League matches, every Champions League game as well rugby union’s Gallagher Premiership.

BT Sport started charging subscribers £25-per-hour for a monthly pass. Credit: blueandberry88/TwitterBT Sport started charging subscribers £25-per-hour for a monthly pass. Credit: blueandberry88/Twitter
BT Sport started charging subscribers £25-per-hour for a monthly pass. Credit: blueandberry88/Twitter | blueandberry88/Twitter

What happened?

Spurs fan Gareth Davies, of Lancashire, woke up this morning under the weather expecting his monthly pass to renew for £25, which it did around 6am. However when he was charged again an hour later, he knew something was wrong.

The 37-year-old told NationalWorld: “So far this morning I’ve been charged every hour, with £125 taken out of account and rising. When I first called BT they said I’d be refunded and the payments would stop, but they didn’t.

Hide Ad
Hide Ad

“Then they told me they currently had no way of stopping it so I needed to call my bank and cancel the direct debit. Only, it’s not a direct debit and my bank can’t do anything. It’s a total mess.

“Like most people, I can’t afford for £25 to come out of my account every hour. It wouldn’t take long before there was nothing left in that account.”

Gareth said that while the payments stopped at £125, he hadn’t yet been contacted by BT Sport with any information about a refund.

While writer Patrick Crawford, of Hastings, Sussex, claimed he had only been offered £25 credit on his next bill, despite having £125 taken out of his account.

Hide Ad
Hide Ad
 BT Sport presenter Lynsey Hipgrave during a Premier League match. Credit: Marc Atkins/Getty Images BT Sport presenter Lynsey Hipgrave during a Premier League match. Credit: Marc Atkins/Getty Images
BT Sport presenter Lynsey Hipgrave during a Premier League match. Credit: Marc Atkins/Getty Images | Getty Images

“Originally BT said they would refund my bank account within fiveworking days, and then I received an email saying my refund of £25 would appear in credit on my next bill,” he said.

“There seemed to be a disconnect between the staff on the phone and those actually fixing the problem, as the two people I talked to seemed unaware that this was happening to lots of people.

“The only email I have received so far has been about the £25 credit, other than one saying they are handling my complaint. I haven’t heard anything about a refund yet.”

Other customers posted on Twitter complaining about having £125 taken out of their accounts.

Hide Ad
Hide Ad

How do I get a refund?

BT Sport said refunds would be processed before the end of the day, Monday 3 October.

A spokesperson said: “We’re aware that some customers have experienced problems with BT Sport Monthly pass payments this morning. We have resolved the technical issue and have cancelled all incorrect payment requests. We are contacting all customers who have been affected and apologise for any inconvenience this has caused.”

It is worth raising a complaint with BT Sport so there is a record of your overpayment.

Comment Guidelines

National World encourages reader discussion on our stories. User feedback, insights and back-and-forth exchanges add a rich layer of context to reporting. Please review our Community Guidelines before commenting.