Setanta - poor customer service (again)

[bigstu]

Setanta are unbelieveable! I know they have been discussed on here before but i thought i'd add my experience to the long list of cases of bad customer service!

I phoned up to cancel last month and they offered me 3 months for half price so i took them up on their offer. Today I realised they'd charged me twice, one charge of £12.99 & one charge of £6.50. So i'm just off the phone to them, they admitted their mistake and said they'd refund me £6.50, i pointed out that surely they should be refunding me £12.99 because they'd agreed to give me 3 months for half price. After an arguement the women gave in and said i'd get £12.99 back into my account, if i hadn't argued they'd have ripped me off so that annoyed me.

BUT the thing that really annoyed me was when she informed me that i should have the money back in my account in 28 days and it i've not got it back by the end of MARCH i should phone them back! As i said to the women, how come they can take money out of my account immediately over the phone but they can't put money back into my account over the phone. She said it has to go to the team leader who passes it to the refunds department and they are very busy. I suggested that waiting that length of time was unacceptable and i may need that £12.99 and i also suggested that they did not have my permission to take the extra payment out of my account so it could be classed as fraud.

To take it further i'd need to spend even more money on the phone call or take time to write a letter so i'm not going to bother, instead i thought i'd rant on here! I think this season Setanta offer a great product but their customer service is terrible :grr:

[Danderhall Hibs]

Setanta are unbelieveable! I know they have been discussed on here before but i thought i'd add my experience to the long list of cases of bad customer service!

I phoned up to cancel last month and they offered me 3 months for half price so i took them up on their offer. Today I realised they'd charged me twice, one charge of £12.99 & one charge of £6.50. So i'm just off the phone to them, they admitted their mistake and said they'd refund me £6.50, i pointed out that surely they should be refunding me £12.99 because they'd agreed to give me 3 months for half price. After an arguement the women gave in and said i'd get £12.99 back into my account, if i hadn't argued they'd have ripped me off so that annoyed me.

BUT the thing that really annoyed me was when she informed me that i should have the money back in my account in 28 days and it i've not got it back by the end of MARCH i should phone them back! As i said to the women, how come they can take money out of my account immediately over the phone but they can't put money back into my account over the phone. She said it has to go to the team leader who passes it to the refunds department and they are very busy. I suggested that waiting that length of time was unacceptable and i may need that £12.99 and i also suggested that they did not have my permission to take the extra payment out of my account so it could be classed as fraud.

To take it further i'd need to spend even more money on the phone call or take time to write a letter so i'm not going to bother, instead i thought i'd rant on here! I think this season Setanta offer a great product but their customer service is terrible :grr:

[email protected]

You only have to email them with your membership details to cancel now. It saves them offering you a crappy deal that they still can't justify vs the product they offer. Be prepared for a barrage of text messages after they cancel your account.

Better off with Interactive.

[Jay]

[email protected]

You only have to email them with your membership details to cancel now. It saves them offering you a crappy deal that they still can't justify vs the product they offer. Be prepared for a barrage of text messages after they cancel your account.

Better off with Interactive.

I did that and they didn't cancel. The following month I put it in writing and they still didn't cancel. It took about 4 months to sort out and then they refused to refund my money even though I had changed to Virgin and was getting it with that!

[Danderhall Hibs]

I did that and they didn't cancel. The following month I put it in writing and they still didn't cancel. It took about 4 months to sort out and then they refused to refund my money even though I had changed to Virgin and was getting it with that!

I've got an email from them confirming that was all I had to do. I used the process a couple of months ago and it all went well. Just had to confirm full name, address, sky viewing card number.

I made the mistake of including my mobile number as well - I got around 10 text messages from them asking me to call them, after phoning them i found out all they wanted to do was offer me it at £9.99 for 6 months! Still way overpriced IMO.

[Jay]

I've got an email from them confirming that was all I had to do. I used the process a couple of months ago and it all went well. Just had to confirm full name, address, sky viewing card number.

I made the mistake of including my mobile number as well - I got around 10 text messages from them asking me to call them, after phoning them i found out all they wanted to do was offer me it at £9.99 for 6 months! Still way overpriced IMO.

Mine was last summer so hopefully they have sorted things out - by the looks of it with you they have. :agree:

[Woody1985]

I've had Setanta about 5 times. I usually get a half price deal for 3 months and I've had the £1 for a month/2 months?

I just cancel my Direct Debit at the bank. They send you about 4 letters but just ignore them. They then phone you/text you and say that they're willing to write off the outstanding amount if you join them again. :faf:

The last write off the did was for £25 or so.

These useless ***** couldny chase their tail if they had one. :LOL:

[bigstu]

I've had Setanta about 5 times. I usually get a half price deal for 3 months and I've had the £1 for a month/2 months?

I just cancel my Direct Debit at the bank. They send you about 4 letters but just ignore them. They then phone you/text you and say that they're willing to write off the outstanding amount if you join them again. :faf:

The last write off the did was for £25 or so.

These useless ***** couldny chase their tail if they had one. :LOL:

good plan but i'm not wanting to have bad debt hanging round my neck. They are jokers though :agree:

[Woody1985]

good plan but i'm not wanting to have bad debt hanging round my neck. They are jokers though :agree:

Fair enough. I can see why people would be worried by simply cancelling the DD.

The way I see it is that they'll never get to the stage of black listing you / passing on your debt.

I simply take advangtage of the offers and cancel my DD at the end of the season (unless there is boxing I want to watch). When the new season comes around they practically beg you to come back and write off anything you may be due them.

I think I'm on a 30 day rolling thing now. I never had enough money in my bank to pay the amount this month so I cancelled my DD. They sent me a letter saying they had no payment details for me. I phoned them after I'd been paid and said that I wanted to set my details up again. I then said I'd be happy to pay any outstanding amount on my account. They said there wasn't any :faf: even though I had no DD in place when my payment was due. Anyway, free month. :greengrin

[givescotlandfreedom]

Setanta are unbelieveable! I know they have been discussed on here before but i thought i'd add my experience to the long list of cases of bad customer service!

I phoned up to cancel last month and they offered me 3 months for half price so i took them up on their offer. Today I realised they'd charged me twice, one charge of £12.99 & one charge of £6.50. So i'm just off the phone to them, they admitted their mistake and said they'd refund me £6.50, i pointed out that surely they should be refunding me £12.99 because they'd agreed to give me 3 months for half price. After an arguement the women gave in and said i'd get £12.99 back into my account, if i hadn't argued they'd have ripped me off so that annoyed me.

BUT the thing that really annoyed me was when she informed me that i should have the money back in my account in 28 days and it i've not got it back by the end of MARCH i should phone them back! As i said to the women, how come they can take money out of my account immediately over the phone but they can't put money back into my account over the phone. She said it has to go to the team leader who passes it to the refunds department and they are very busy. I suggested that waiting that length of time was unacceptable and i may need that £12.99 and i also suggested that they did not have my permission to take the extra payment out of my account so it could be classed as fraud.

To take it further i'd need to spend even more money on the phone call or take time to write a letter so i'm not going to bother, instead i thought i'd rant on here! I think this season Setanta offer a great product but their customer service is terrible :grr:

Sounds like a total pee take, mate. Like the tax man they're good a taking it but not at giving it back! Are you going tomorrow? I'm going up from Edinburgh.

[Sylar]

Why not just phone your bank and cancel the direct debit? Nothing Setanta can do about that, as unless you're different to mine, you're not bound to a fixed term contract with them and they have no legal grounding for reinstating the direct debit without speaking to you? If they do, you can sue them for misuse of personal account data and fraud.

[Danderhall Hibs]

Why not just phone your bank and cancel the direct debit? Nothing Setanta can do about that, as unless you're different to mine, you're not bound to a fixed term contract with them and they have no legal grounding for reinstating the direct debit without speaking to you? If they do, you can sue them for misuse of personal account data and fraud.

You can cancel Direct Debits easier than that if you have online banking.

The problem could be that if you cancel and give them no notice they'll say you're due them the final payment of £12.99 (or whatever rate you're on). They can't reinstate the DD but they could add this to your credit rating which could cause you major hassle the next time you try and get a loan - I had that problem with another company last year and I don't think that's worth shafting them for £12.99.