Setanta Sports cancellation problems
- 15 January 2009
Recently I decided to cancel Setanta Sports. Their coverage is at best crap, but the problems I had with them were more signal related – every time I had attempted to sit down and watch a game the signal had been awful. This reached tipping point when I tuned in to watch Liverpool West Ham on 1 December 2008.
Not only was there no signal for most of the first half, but miraculously the signal came back on just before the half-time adverts. It stayed on for the half-time analysis, then went off again after the adverts before the second half. Setanta gave some cock and bull story about unprecedented weather effecting all satellites in Europe. Funny how no other channels (bar Setanta ones) were effected.
I’d read alot about how Setanta basically made it nigh on impossible to cancel. I’d also read about a BBC Watchdog programme on problems with Setanta Sports and the issues customers were having with them, particularly relating to signal and cancellation.
Trying to cancel
Heeding the advice of various forums, I sent a cancellation request to requests@setanta.com, and cancelled my direct debit. They phoned me on the 10 December to inquire as to why I’d cancelled my direct debit. I told them that I had cancelled, via email. The customer service representative (CSR from now on – it’s too long to type) informed me it need to be in writing. “Is email not written?”, I enquired…
The CSR informed me that my cancellation was being processed, but that I would need to make one final payment. Stupidly I gave them my details for what the CSR said was a standing order. I asked him three times if it would be a one off payment and no more money would be taken. Three times he replied that yes it was a one off payment and he even said that a note had been placed on my account to this effect. The payment came out of my account a few days later in December.
So why was this stupid? Well I’d read in the above links about how they are not adverse to taking payments without authorisation. So imagine my surprise, or lack thereof, when Setanta took a payment on 14 January.
Trying to cancel again
Obviously I was extremely fucked off at this point. Having been repeatedly told that it was a one off payment, in effect they had taken a second, unauthorised payment. Or in other words, as far as I am concerned they were stealing from me.
To the Bat Phone. On 15 January I spoke to one CSR who passed me through to another department, saying that he had explained to the person who I would be put through to what the deal was. I got through and they didn’t know what I was calling about. I explained again and was told that my cancellation hadn’t been received – ‘you must have sent it to the wrong email address’ – hence them taking a second payment. I politely explained that they were not authorised to take a second payment, as I had been assured that it was a one of on the phone. So I pulled the speak to a manager card.
James, basically told me that I hadn’t cancelled at all. I again told him that they had fraudulantly taken money from my account having been assured as I was three times that money would only be taken once. I also stated I wanted my account cancelling and a refund right away.
No dice. “We can’t give you a refund, you need to write to head office”. Not good enough. He then said again I must have sent the email to the wrong place. I asked him which email it should have gone to. “Requests@setanta.com” – exactly the address I had written to. He then said I must not have put my name and details in the email. Before he could finish I told him I had put all the necessary information in there.
The upshot? The only way I could get them to take my details off was to give them my direct debit details again. I have to email them again and write to their head office to to complain about the assurances I received regarding the one off payment. Further, the last payment is to now be February “if we receive the cancellation today via email”.
I’ve sent the email again and will post an update whatever happens. Just as an aside, neither email bounced back.
Update
I got a reply from them saying my account would be cancelled, but it’s never that simple with Setanta is it?
Comments Post your comment
Setanta are shite. Badly shite.
We had problems with them and had a nightmare fucking them off.
I can confirm that they have quite possibly the worst customer service I have ever dealt with, them and Tiscali anyway!
Hope you get sorted soon Loz.
I booked setanta for 1 month at the start of Dec. Only wanted it for the one game but they made me pay the full hit (even though I had previously had Setanta they made me pay the registration fee).
I made sure the girl taking the call was aware that this was a one off payment only and to make sure I sent an e-mail the day after to cancel subscription. The girl specifically stated that this was a one off payment and they wasn’t going to set-up a direct debit payment.
Fast forward 6 weeks, numerous phone calls (5) and several e-mails I am only just loosening the deadly grip of Setanta from my bank account.
How I did it was that I rang my bank and stated the direct debit was illegal and that I never gave them permission to set it up. They then cancelled it and refunded me the amount taken. All within a couple of days.
Thieving bastards. I’d change banks as well, so they can’t keep taking money out. Good luck.
Send in Jack Bauer, he’d sort this shit out with or without a light sabre.
Bad news Loz, but you have swayed me never ever to deal with Setanta so that is one customer they will never get.
Hope all works out in your favour.
Setanta are shite end of.
I was watching the game from my armchair , the Kop started sing ‘Oh Championi ’ my eyes welled up and my chest filled up with pride – it then went off. Disgarce!
Disgruntled viewer Pressthatin.
I sent off a letter to cancel last year. Surprisingly it was never received, well thats what I was told on the phone!? I was then given another address to send a letter to. When I rang to confirm receipt of this letter, I was fobbed off again! “Sorry but we are still waiting to receive it” I then asked to fax it in, to which I was told “Sorry we don’t have any fax machines” I’m sorry, but am I really meant to believe that?!?
I then sent off a THIRD letter – this letter was received! The joke being, that the cancellation period had changed from 30 days to 60 days! Yet, I had already paid for one extra month because of time elapsed since the first letter sent!
I again spoke to a manager/supervisor and because of all the phone logs they had of me, she agreed to give me the 30 day cancellation period! Oh, how lucky I am?
One thing I can say for sure, is that these fraudsters will never have another penny off me for as long as I live, or they stay in business!
Is George Agdgdgwngo in charge of their customer services department..
I don’t know why anyone subscribes to this Oirish company anyway!!! ;)
Setanta are so bad that everyone i know is buying dodgy boxes off me and refusing to pay for their service anyway
Only the Irish could fuck things up tyhis badly eh?
On a serious note, I’ve had my fair share of problems with Setanta. Their CSR’s aren’t too bright and the processes and procedures they have in place for their customers are diabolical.
They seem to make up their own rules on an ad-hoc basis….usually to suuit themselves and to get an ext £10-£15 off of you.
I would cancel ( tried) but the nice gentleman with a Northern Irish accent told me he could give me it half price for 3 months.
Being the bargain hunter I am, I accepted. I like their coverage of the PPV UFC events and the odd match I have an interest in.
They are backward and their costumer service leaves a lot to be desired but I still pay the fuckers every month…..probably in fear that if I did cancel, I’d be paying them until my dieing day.
I cancelled for exactly the same reason, and sent an email to the address (requests@setanta.com) and phoned them to ensure it was cancelled and spoke to a guy called Danny – who said send the email again. They refused to accept and acknowledge my cancellation, so have now cancelled the Direct Debit. Needless to say I have had a few letters demanding payment, and know its going to come and bite me in the ass soon.
Setanta is shite as it doesnt show any porn.
John Moncur.
The so called ‘customer service’ leaves me as livid as a cut snake – FACT!!
I called twice last Friday dinnertime and it put me off my scran.
It left me wanting to tw@t him with a brick and kick her in the c*nt after my experiences.
Good luck lid.
these f*cks will wear you down with their customer service red tape. i’ve had the same with utility companies, impossible to speak to anyone who (a) has more than 3 brain cells, (b) can actually authorise anything as simple as giving you your money back.
i think its best summed up by the spoofed email i’ve just had blocked from our works mail server ‘’she’ll ride you and never stop’’
good luck.
Agreed – Setanta’s service is crap, with the signal disappearing with annoying regularity.
Reminds me of this football messageboard I go on which crashes if more than 10 people try to access it at any one time.
It’s about time the police/DPP took fraud like this seriously. Pickpockets risk a beating or arrest but these twats are getting away with it.
Setanta Sports news studios/office is a short walk from your flat Loz – 200 Grays Inn Road. In fact the offices are right at the front on the ground floor – big shiny windows. Therefore all you require is a brick.
Had the exact same problems cancelling
Agreed, load of garbage.
They are crap, I had them phoning me telling me I hadn’t cancelled when I had.
What you need to do Loz, is when they next phone, tell them you have got a van, and a shiny knife.
What else you expect from the Irish? Robbing cunts them, quick enough to take your £££’s but will take you forever to get back what’s owed. Good luck mate!
I just cancelled the DD, Loz, bunged a letter in the post and told the Geordie bloke who was the CSR who rang me and wanted another payment to “Just do one pal”.
Have heard nothing since, and that was last summer.
Are Setanta owned by that beaut who runs Ryanair as their customer service and their obsession with screwing yet another few quid out of you are so similar?
Setanta, crap presentation nightmare customer service.
I get Setanta for free – I can’t cancel it – that’s even fucking worse!!!
Moaning f*cker.
hi, des here
sorry to hear about you having problems with setanta
i must admit i’m only here for the beer
and have heard many stories all bad
i hope you can get this sorted
just as long as it’s not out of my pay packet
yours suavely des x
It works fine with Virgin and you don’t need to pay extra for it. Therefore these problems lie squarely at Murdoch’s door, no?
Get cable setanta is free and doesn’t lose signal.
Twat of a company though
Sultana are usless but sly cunthooks.
I had the exact same problem Loz, had no signal for yonks. Phoned up they said “we can’t be held responsible for faulty equipment”
of course you can, Its a setanta box, you fuckin twats.
Cancelled me direct debit, sent them an e-mail to that requests@ address.
Then kept getting phone calls and even texts off em, “URGENT, contact us immediatly” about 3 times a day.
Phoned up again, they reckoned I owed them one final payment, and wanted me bank details.
Told them to do one and for them to send an invoice and postal address, and I’d send a cheque. But i’ve not heard from em since.
Trust Libpool FC and Coco to go into partnership with the usless cunts.
Setanta are cunts. Setanta are utter thieving bastards. Can’t you just cancel the Setanta direct debit again, so Setanta can’t get the money.
A shite televisual service coupled with shite customer service to boot. Awful by anyone’s estimation.
The mistake you made was telling them anything.Should have just cancelled your direct debit/standing order and when they got in touch deny all knowledge like they do and say you will see them in court if they persist with the harassment but they must be prepared to pay for your Barristers costs that could amount to several hundreds.You wont hear from them again.
Crap group, never liked their music..
I love tits.
Setanta raped my cat
Unbeleivably bad customer service from setanta, i’ve experienced it too. Stress you could do without.
Setanta are a bunch of ballbags
Booooooooooooooooooooooooooo
You should be thanking them for missing that game. Some people are never happy.
We got a Sky subscription a few months back so I rang up Setanta to swap my Freeview subscription onto satellite.
“We can’t do that,” said the YTS CSR. “Satellite is another department. This is the Freeview department.”
“Yes”, says I. “I know. That’s why I’ve rung you. To swap my Freeview onto satellite. You’re still Setanta aren’t you?”
“Yes, but we can’t do that here. You need to ring the satellite department,” says YTS CSR.
“Oh, ok,” says I. “Can you please put me through?”
“No – they’re a different department. The number is on the website though.”
So I count to 10, find the number on the ludicrously slow-to-load website and ring the satellite department.
“Hi, I currently have a Freeview subscription and would like to transfer it over to a satellite one please.”
“Can’t do that,” says the new CSR – possibly a student. “You’ll need to cancel your Freeview subscription and take out a new satellite one.”
“Really,” says I? “Ok, I’ll cancel my Freeview subscription then please.”
“Can’t do that here,” says student CSR. “They’re a different department.”
My voice begins to slightly betray the anger that is welling up inside me, but I manage to maintain enough control to take out a satellite subscription. “I don’t suppose you can put me through to the Freeview department can you?” asks I optimistically?
“No” says student CSR. “They’re a different department. The number is on the website.”
So I call the Freeview department back and ask to cancel my subscription with them. “You need to put it in writing”, says YTS CSR II.
“What? But I’m still subscribing to Setanta!,” I scream, with a rapidly diminishing will to live. I hang up before committing a murder over the telephone.
“Sod this,” I think and login to my bank account online to cancel my direct debit for the Freeview subscription.
Big mistake.
Meanwhile I set about inviting a load of people round to my house to watch an England World Cup qualifier, which is taking place in a few Saturdays time.
Several days later I receive a letter from Setanta – “We tried to take a payment from your account but were refused. I’m sure this is an over sight on your behalf. Can you please pay us our money?” or words to that effect.
“Ignore it,” thinks I. “They can’t take any money out of my account and I’m sure they’ll see I have a subscription via satellite.” I should have learnt by now…
It gets to the day before the England game and I decide to check the Setanta channel (it’s not something I actually watch unless there’s a big game on). There’s nothing there! Just a phone number for Setanta Customer Service. I call it.
“There’s a discrepancy on your account,” says CSR Miami.
“What? But I set up a direct debit with you guys. All payments should be up-to-date?”
“It’s something to do with a previous subscription. It says here that there’s £30 outstanding on your account,” says CSR Miami.
“Argh!” I scream. “Ok, ok in the interests of time I’ll pay the outstanding amount. I have a lot of people coming round to watch the game tomorrow.” I don’t agree with my decision, but I’m thinking this will be a quicker and safe tactic than trying to argue the point. I’m getting desperate.
“Can’t do that,” says CSR Miami. “You need to settle up with the Freeview department. The number’s on the website.”
So I call the Freeview department, who I now have on speed dial, pay the outstanding amount, explain that this represents my cancellation which isn’t a cancellation at all because I still bloody well subscribe to Setanta and that I have now paid twice for the same thing in one month and that no, I won’t be putting this down in writing and I am extremely unhappy with the whole episode. “Can I PLEASE now be re-connected?” I ask.
“Can’t do that,” says CSR New York. “That’s a different department. You need the satellite department. The number’s on the website.”
I call the satellite department to be told the reconnection takes 24 hours max. This would still be in good time for the game. I then spend the rest of the day repairing the holes I had thumped in the wall using my head.
It’s the day of the match and people are starting to arrive. Still no signal. They did say 24 hours which isn’t quite up yet, so I try not to panic. More people arrive and still no signal. Its been over 24 hours now and my mates are getting restless. I ring up Setanta.
“Due to the huge interest in this game there is a back log of reconnections,” says CSR Sole. “You’re not going to be connected for at least another 24 hours”.
This episode all happened last year and I’ve made a lot of progress since. I’m now allowed visitors and the doctors assure me that with the right counselling and proper control of my medication I could possibly make a full recovery. Writing this is supposed to help – something to do with “confrontational therapy”. Of course, I’m not 100% sure what the nurse I have dictated this too has written, what with my arms being strapped up in the straight jacket and all, but I hope it’s enough to give you some idea of my experience with Setanta.
I’m off for some ECT now, whatever that is. The nurse won’t tell me. Something to do with being another department…
Are you with Sky or Virgin?
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