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Setanta Sports package - A subscribers warning
If you are taken in by the blandishments of setanta sports to subscribe to their sports package, beware. If you ever want to cancel it they appear to have a system in place to make it as difficult as possible to cancel the Setanta subscription. I had to phone, as I was told email cancellation is not acceptable.
First you will have to wait awhile after accessing several option menus, (which don’t seem to have any point except to delay), until an operator finally answers, who will ask you various questions about you and the reasons for cancellation. Then you will be told you are being transferred to a Setanta account manager to complete the process.
This appears to be merely a device to transfer you to an endless loop of Setanta sports package adverts until you give up in frustration, or find that you have been transferred to a completely irrelevant department, where, after explaining everything again and answering exactly the same questions, you are told this is the wrong department.
So, from my experience, if you want to subscribe to setanta sports, go ahead, but you may never be able to get out of it. You have been warned!
This article published by The Football and Politics Blog ©2008.
Perfectly reasonable that they asked you why you wanted to cancel, I mean why the hell did you subscribe in the first place? Sounds like you had a bad experience and got messed around in a call queue (which can happen with any company, ever tried ringing SKY or BT?!)
Get over it.
i think the point was not being asked the questions but being messed about and having to repeat everything over and over again and then getting left hanging the air, Im sure everybody gets that. maybe you didnt read the post properly
I know, it’s difficult to complain about a package which includes Arsenal TV and Liverpool TV for only £9.99 a month. If only Setanta made it easier for subscribers to cancel when they dont have time to view it, then they would feel easier about resubscribing again later.
Setanta deliberately makes it difficult to call, difficult to unsubscribe and difficult to get a refund.
It might be a legitimate business practise to bribe you into staying subscribed with a free offer, but in my case, they made the offer, didn’t honour it and then claimed that they had never made the offer to me in the first place.
It is only when you actually try to cancel your subscription that you come to realise what underhand, cheating, stealing liars they are.
I have had so many problems with it that I seriously warn anyone not to subscribe. There’s enough football on telly anyway
PS I love how this post shows with an Adsense advert for… Setanta!
“Perfectly reasonable that they asked you why you wanted to cancel”
No, it isn’t. There is no excuse for asking you these questions: you subscribe for the service and you should be allowed to cancel without providing any justification. Setanta have a deliberate policy to make cancellations as hard as possible and one of the independent regulatory agencies should have cracked down on this years ago. As it would harm profits, they don’t seem to be interested though.
Incidentally, it’s not just the questions by the call service operator that are the problem, it’s the fact that you can subscribe online but have to phone a customer service number to cancel; that there’s minimal information given on how to unsubscribe in the first place; that the refund process requires a Herculean effort on the part of the customer which only the most dedicated and bitter would carry out… amongst others. People who stick up for these blatantly underhand sales tactics drive me insane.
What is the numebr to cancel - I’ve emailed 3 times??
Try 08712 00 33 22, it’s the only number for setanta I can find without becoming a Sherlock Holmes
I’m currently on hold with them now trying cancel. Cheeky bastards! surely all the bad press they’re getting would make them change their tune?! I’m not hanging up though. Don’t care how long it takes! lol!
I tried on Saturday but gave up after 15 mins on hold. Did it tonight and got through to accounts to cancel after 25 mins. The chap at he other end tried to encorrage me to stay by offering me other deals, which I rejected although he wasn’t really pushy which was nice. What he did say at the end stunned me which is that he wanted a letter to be sent with my account number, today’s date and to tell them that I want to cancel my subscription. He informed me of where to send this to.
That’s the last time i subscribe to them….
I have just called for a second time to cancel and after around 45 minutes on the phone have been advised the “Cancellation” Dept cannot take phone cancellations. Absolute f*cking joke……..I am so angry over this.
Setanta are a joke, i would urge anyone to think twice about signing up with them. I called to cancel - was put through to their “loyalty dept” who then attempted to give me special offers and after they were done they told me that i would have to write in to cancel. ten minutes of my life wasted and a customer lost forever for them. Incase anyone is interest the cancellations address is:setanta sports, Dept 8544, Sunderland, sr9 9xz. Good luck with that - im sending my letter in the morning and those mother-f#ckers better have it cancelled asap.
Thanks Al for the address.Its been 6 months and they have not even sent me the welcome pack yet.When i confronted , i was told it was sent long back and that they did not know the address for cancellation , and it is ONLY in the welcome pack.thats ridiculous!!!!!
They put me on a £5 a month tarrif which i thought was pretty good, i then received an e mail saying it was going up to £12.99 from next month. After been cut off the first time i phoned and been on hold for 35 mins to an 0871 number i then re dialled and after 28 mins spoke to someone about cancelling. he offered me £7.50 a month for 6 months which i did not want, after him virtually begging me to accept i lost my rag and insisted he terminate me there and then. I was told i had to send a letter and would only be terminated 30 days after they receive my letter which hey presto will take me into the £12.99 a month period. These ppl are rip off merchants and need investigating right now.
Call 01915013601 you get through in seconds
Been advise to cancel in writing to Department 8544 Sundrland SR9 9XZ.
I have just finished drafting my cancellation letter and will put in today’s post to the address mentioned above… I hope they get it right the first time and cancel my service in 30 days time. Will keep you posted on the progress.
Hi,
Setanta sports are the most horrible people i have come across. I tried to call them 3 times 30 min each, mailed them 2 without any answer. When i finally could get hold of them, the they wanted me to write to them. They don’t even give you a fax no incase you will reach them quicker. it’s non of any ones business why I cancel a subscription. I certainly will inform an independent body ( if possible) to look at these crooks.
Hi folks
We cancelled Setanta in january this year and they still continued to take money from our bank. They ignored letters, emails and phone calls by us and now Trading Standards are dealing with it and guess what> they’re ignoring them too!!! Who else can we go to in order for this so called company to be dealt with???
Guys,
Dead easy, write to them like I did letting them now i wished to cancel my subscription, but also advising them I would cancel my DD within 28 days of the letter. That way, when they cancel your subscription you stop your DD, if they don’t you do it within the month and have no comeback because you have given them notice.
Setanta are a horrible dream, I have emailed them, called them, and wriiten to them (recorded delivery) and they still keep charging me. In fact they have written to me to say it’s going up to £12.99! For those tempted to go with Setanta, don’t! There new slogan should be.. Setanta Sports, were not just for the footie season we’re for the rest of your life!
Folks,
I called up Setanta to confirm if they’ve received my cancellation letter - they have indeed. The customer services agent confirmed that the cancellation request is in the system and they will take the final payment on 19th June, and cease services by 18th July. I wish they could have done it sooner but I guess there is no other option.
By the way, if you want to speak to an agent quickly, then dial 0191 5013601 rather than the 087 number. You will be added to the queue rather than cut-off if none is available instantly.
Hello
Setanta are a absolute nightmare, i signed up in october to see what its was like, on the understanding that it was £9.99 for a month and should you decide to carry on using then you just pay every month and are not tied in to an annual contract.
First they hit you with the hidden £10 connection fee, the if you try and cancel you have to give them 30 days notice, so they get another £9.99 from you in the process, then when they confirm the cancellation, they take another £9.99 from your account the following month. When you call to ask why?? they say that you haven’nt called to cancel, nothings on the system sir…gggrrrrrr, Soooooo… i asked them to do it again (30 more days and another £9.99) and this time i asked for a reference number for proof, which they did. Next month another £9.99 came out, so i called back very irrate, they said once again, you didn’t call to cancel sir, which i replied… yes i did and i have a reference number, they asked me for it and they told me that is wasn’t a cancellation ref number but it was my account number…hahaha, so the lady lied to me and gave me my account number to fob me off.
The two people who i cancelled with then changed their names from darren to anthony and amy to lindsey…. saying the latter doesn’t work here. However when i called again to obtain the NEW cancellation address in sunderland, i spoke to darren…how about that!!! The address they now give out to send a cancellation letter to is a SCAM, as apparently it takes months for them to open it and when they do open it, its another 30 days to cancel, so they have had another 3 x £9.99 from you.
So i just cancelled my debit card…. end of!!!
Bring it on Setanta, take me to court i dare you
Rant over.
Andy.
Yeah i agree everyone should write to “setanta sports, Dept 8544, Sunderland, sr9 9xz” and cancel ASAP.
This company is a joke, called 3 times now and sent countless e-mails, they are complete con men.
They make it so easy to sign up but impossible to cancel!
Setanta ads now say FROM £9.99 per month, presumably that means the price is going up?
And I thought I was alone facing the brunt of Setanta’s unprofessional service. I am facing the same hassle cancelling the package which I thought I only subscribed for 2 months, only to see a letter from Setanta detailing the monthly debit plan. I have 2 questions though,
1) Would me blocking off my card for such transactions get me into a legal hassle?
2) Also is there a consumer rights forum where this issue can be raised?
Meanwhile, has anyone successfully cancelled his/her subscription, or is this letter thing complete farce?
HI,
I have just got off the phone with Setanta on their cancellation number 0191 5013601 and was advised to cancel in writing to address in Sunderland. The change in policy was in May 08 before the price increase in order to retain customer for longer thus get extra cash and cause inconvenience to the public. If they can take instructions to start subscription over the tel or internet then they can also canx over the tel/internet.
With regard to cancellation - I took out 12 month contract as my son was keen back in March 07 at £15 a month -then Setanta reduced the price to £9.99 a month and no contract and i could not get out or canx as i would liable for all the money - so i stayed and i called in feb 08 to canx and they offered £5 a month for 3 month and they only gave 2 months and charged £9.99 for may 08. I am wanting to cancel because of some of the reasons above and the fact i have been lied to and taken for a ride.
If you want to cancel write a letter and keep a copy and proof of posting (free from post office) - Setanta will take another payment then cancel your direct debit.
If your payment is on debit or credit card then Setanta should not take any further payments (impossible to think they won’t) - so if they take any further payments contact you bank or credit card company and tell them you have cancelled contract and give date of letter etc. They should recall that extra payment by law if not contact financial services authority *** http://www.fsa.gov.uk/ ***
The reason for this is that paymnets on debit and credi cards are guaranteed and can only be cancelled by company - in this case setanta - and after advising the company to cancel contract and they still do then that is fraud and without your authority - so the bank/credit card company has to return the money back to you.
I was sent a letter of the increase in fee dated 18th june 08 advsing me that tehy have given 30 day notice - when in fact my contracr starts on the 14th of the month- so they have not given me 30 day notice and as i have to cancel contract in writing i need more than 30 day notice to use the antiquated letter writing method -so technically they have not given the time required by law.
i am new to this but feel very strongly about unjust methods applied by companies and organisations - any questions please email
yourcityandyourright@yahoo.co.uk
vote with your feet and change the unjust and unfair practices
good luck to all
I can confirm all that is being written here and also on many other threads regarding the crass treatment by Setanta call centre staff, of anyone trying to cancel their subscription. My ordeal started when the football season was coming to an end. I left it until a month before and then read their terms and conditions as to the way they expect you to cancel. They state it should be in writing so I duly did that and sent the letter by registered post to the address on my Setanta welcome leaflet. I asked for confirmation of receipt and the date my final payment would be take. No answer. Phoned Setanta and was given the crib sheet treatment and then passed to the cancellation department. Left on hold for forty minutes with no answer so gave up. Phoned next day and the same thing happened. Anyone held on a phone line for forty minutes will agree that it seems like hours. Contacted my card supplier who duly told me they couldn’t cancel the payments because I had taken out a subscription with Setanta and only they can cancel. Contacted Setanta again and as the Setanta person was giving me the crib sheet treatment again I told them to stop because I wanted to speak to someone about cancelling. They said they would put me through but I told them not to because I was fed up of hanging on a phone line and suggested that they call their own cancellation department and hand the call over to me. Surprisingly, they did and I spoke to someone in the cancellation department at long last. Guess what, the registered and signed for letter hadn’t been received by them. Incredulous! I wouldn’t let it go and asked to speak to someone senior and was passed on to another person who, after some digging, told me they did have the letter and my subscription had now been cancelled. I asked them to put it in writing and they said they would. That was in May. Another payment was taken late May but I left it and gave Setanta the benefit of the doubt. Since then, I have had no letter of aknowledgement regarding the cancellation and they have just taken another payment late June. It seems my only option now is to cancel my credit card account and hope Setanta come after me for more money because I would actually like to meet someone from there for a chat.
Please tell your friends what Setanta are about and perhaps they might do something about their very poor customer service.
SETANTA sports are the DEVIL.I figured I would unsubscribe as it is close season on football so not much on,and they say give 30 days notice,this I did.Sent a recorded delivery letter which someone signed for and thought no more of it….then I received a mailing about their great offers??,then shortly followed a “failed subscription payment letter” well yeah I cancelled the direct debit at the bank.I phoned them on one of the only numbers they provide and after a 45 minute wait got through only to be cut-off so stuff ringing them again.Now I have recieved yet another letter and im sure there will be more..Well I told them in the letter im leaving this country soon ive been reasonable so stuff them,hoping they appear on Watchdog soon.
Yeah, this is the first and the last time, I will subscribe to Setanta. Cancellation is a night mare. They need to put the cancellation address on their website. I hope the fair trade policy commission does something about this.
An update from me
I have submitted our case to Watchdog and intend to submit details to various media avenues. Maybe if everyone on here did the same, we MIGHT get some action????
I’ve just read the full thread here, and have experienced all of the above - just today.
Shirley - Can you let us know the e-mails/contact numbers that you’ve used? I’d be more than happy to give them my experience of Setanta.
Hi John
dunno if this will work but here’s the watchdog link http://www.bbc.co.uk/consumer/tv_and_radio/watchdog/contact_index.shtml
2 other email addresses I’m gonna use are…… rawdeal@sundaypost.com and THEJUDGE@SUNDAYMAIL.CO.UK
I will be writing to those 2 this week and we shall see what happens. Even our Trading Standards guy recommended trying this way cos we’re not getting anywhere legally, apart from taking Setanta to court
good luck and let me know what u do
Shirley
I subscribed to watch one game in the US and cancelled (or so I thought) over the phone a few months later when I realised that I wasn’t really using the service. They said my account would close automatically after the month I had already just paid for went by..
Two months later, I noticed they are still changing me. I called up and it was explained that you need to write in to cancel and furthermore, that they keep records of every time you call and that there was no record or me calling before!! It must be a company-wide scam to not record my previous attempt to cancel.
Every year, I sign-up for SkySports in August to watch the US Open Tennis and cancel after a month or two. It’s very easy to do it all over the phone.
No matter how much I want to see something Setanta is showing, I will never sign up for their service again, because of the way I was treated - the lies during the first call to cancel and the contempt they showed during the second - and this time consuming ridiculousness of having to write a letter. Never, ever again. I hope that the time I am taking here gives some warning to others.
RE: CANCELLATION ADDRESS IN SUNDERLAND
Once youve had the retention speil over the phone, you are directed to write here and the retention attempts simply continues in writing. I have written two recorded letters and received two replies with further special offers to retain my subscription. I wouldnt therefore advise anyone to waste time writing to the Sunderland address as i dont believe this department will actually cancel your account. Incidentally, i have had no replies to the letters sent to the head office.
Any one got a sample letter. Been on the phone for 45min.
Hi H, I dont have a sample letter, but PLEASE REMEMBER to tell them that obviously you are keeping a copy of the letter, and you are cancelling your dircet debit (if you pay by that manner).
DO of course send your letter by recorded delivery!
We have been fighting with Setanta since January this year, we’ve reported them to Trading Standards, Watchdog, The Sunday Post and The Sunday Mail.
We are determined to bug them as much as they make other peoples lives hell!!
I urge anyone who’s in dispute with them to do the same………………lets get these amateurs off the scene!!
All this seems familiar… my husband cancelled before leaving the country for a few months and also cancelled the direct debit. This week Setanta has been calling and insting they can’t speak to me even though I’ve told them my husband cannot be contacted and he has cancelled. I was absolutely fuming on the phone yesterday and also emailed them to say that I have warned everybody against ever using their service and that I’m in the process of contacting Watchdog.
My husband also did try to cancel after the initial offer period but with no luck. So he’s actually done it twice and paid more than originally planned.
How long is a company like this let to use these practises until they’re stopped?
If only Setanta would learn the lesson Sky TV appears to have learned - that is if you make it easy for people who are going to cancel anyway to unsubscribe, then there’s a greater chance they will come back again in the future.
True, we had absolutely no problem cancelling the sports channels with Sky for the same reason that there was going to be nobody watching them. The package was cancelled within the hour! And we will be taking them again when the husband is back. But… never, ever with Setanta.
All of the above too
Have just e-mailed the directors to complain
I might have been lucky with my cancellation. I used the website ‘cancellation enquiry’ email and told them I wished to cancel my subscription and at the same time I was intending to cancel my DD. Somehow I got a ‘blank’ email reply. I have since received 3 letters asking for subs. I then got a phone call from a guy telling me I owed them money and that I had to write to cancel. I told him I had written and got a reply (email). He said email was not good enough. I argued it was fine for me and if he thought I owed him money then send a bill. I had had a very short letter today asking me to pay my subs. I have sent the letter back with a copy of the acknowledged email. Let’s see what happens.
I sent an email last night but had no such confirmation email, I intend to send my letter to the Sunderland address tomorrow by recorded delivery but I also intend to cancel my bank card as to be quite honest I do not have any faith in them what so ever! I need a new card anyway as it is falling to bits so its a good excuse! I have had all of the problems people have mentioned above, I have been trying to get in touch with the cancellation department since the football season ended and when I finally managed last week they told me that I have to put it in writing and give 60 days notice - who do these people think they are?!?!? I don’t have a lot of spare time on my hands but I have made some to write a very carefully worded cancellation/complaint letter because like everyone said above I don’t think they should be able to get away with it, if I don’t get any satisfaction I will be taking it further!!!! I bought a freeview box that advertised one months free subscription, what a joke I had to pay £10 connection fee and I had to pay for the first month because it is the second month you get free - they are an absolute joke and would advise anyone to steer well clear, unless you are lucky enough to get it free with Virgin (although they are pretty much in the same league as Setanta anyway - I am still in dispute with them after leaving almost a year ago!)
Hey guys,
I think we should set up a new website, setanta.con and let everyone know just how bad it is to deal with these people (except for when you want to sign up). I made the mistake of using my Credit card, rather than a Debit card and have been told that I cannot cancel the subscription and neither can the Credit card company. I have a receipt for a signature to a recorded delivery letter sent in April and Setanta are still taking the subscription from my card. Don’t waste your time emailing Setanta, they don’t reply. I can’t understand why they can contact you in seconds by phone, email or whatever when you are taking the subscription out but blatantly choose to ignore you when you try to cancel. They change their terms and conditions at will and also change the cancellation address whenever they want and don’t bother to inform people. I have had incredible conversations with Mastercard who say, even if I cancel my cards and accounts with them, that Setanta can still claim the subscription. Just what do you have to do to be rid of these leaches and get the subscription stopped. Mastercard have now said they will ‘chargeback’ any further subscriptions taken until Setanta get fed up. What a shambolic way to run a business.
Hi,
I was going to get setanta but after reading what you guys have put i am not going to now. Its a real shame that a shoddy company like setanta is given rights to show these sports and then gives such as shocking service.
I really hope you find a solution to your problems and also give them an airing they won’t want on watchdog.
Hi guys,
I phone on 23rd May and sent a follow up letter as directed to Sunderland SE9 9X2 but still my credit card was debited on 3rd June & 3rd July. I have used the web cancellation but without any success. Last night I called the 0191 5013601 number and have been told that no further money will be taken, but what abbot the £20 already taken?? The guy from Setanta told me to write to this address to complain;
Setanta Sports D T T
PO Box 182
NEWRY
BT35 5AS
I’m sending a letter today… I’ll let you know how I get on…
Hi
I usually cancel the payment method when I send the cancellation letter out. In this case, I cancelled my credit card first, then remembered the Setanta subscription was on it haha.
I had a friend who didn’t pay for Setanta once and subsequently cancelled due to poor service. He was worried about legal issues but to be honest, Setanta are poorly staffed and probably have 1 guy in their legal department chasing up all the cases.
If it turns out that you do owe them money, they will call up for it at some point and you can pay by debit card, more importantly, giving you time to think about how much you owe and keeping you in control. If you allow them to take, you’re probably gonna get charged for extra months because of some 2 month cancellation bull.
Better to have control.
Another payment taken on 3rd August! I called and they said that they didn’t receive my letter of the 23rd May till July and that there is a 60 days termination according to the T&C so my account won’t finish until 3rd Oct! This is actually 4 months after phoning to terminating the contract. They are £22 better off thanks to their inefficiency.
My advice is NEVER, EVER GO WITH SETANTA
We were lucky that our payments were direct debit which they can’t set up from their end and we cancelled ours.
When I started dealing with them after my husband had cancelled (by letter) and noticed what they were like, I first started by telling absolutely everybody at work never to take Setanta. Next I went to my most used web sites and discussions there and spread the word around. I suggest everybody here (if you haven’t done it already) does the same.
Last week got two calls which I think were from Setanta since I recognised one of the voices. As soon as they asked when my husband was available, I said next October and slammed the phone down.
Someone said Setanta claimed not to have any record of their call. There are quite cheap recorders you can use on your phone. Why not record the call yourself (they do…) and next time they claim they have no record of that, you can play the tape back to them
I would also suggest that those who send cancellation letters by recorded delivery, follow the progress of that letter on Royal Mail website and when it’s been delivered, print out that page for further reference.
Can only agree with all that the majority have said - these guys are crooks.
I now take great pleasure in hearing from people who signed up and opted to pay by DD who have then gone and cancelled, well on you and you made the right choice.
To people wanting to sign and take advantage of any offers even after hearing how shoddy they are - do so but set up a DD agreement where you’re in control and then cancel it and make them chase you and don’t pay, will make up for all the money they have stolen from others.
I’ve not given up on chasing for a refund - will keep this site posted if I have any joy, but I’m sure they play ignorant so we give up - not yet though!!!!
I have had all of the frustrations above too - and have been unable to watch football in the meantime. The picture freezes and breaks up - although my other 1000+ Sky channels don’t. Hard to believe that my Sky box is at fault.
So I pay Setanta money but can’t watch anything in comfort! Some deal that!
Trying to close the account is like leaving the Mafia - you think you are out but they draw you back in. I’m sorry I gave a credit card account rather that a direct debit - I shouldn’t have to change my credit card details because of the appalling service Setanta gave me. I’ve written to Sunderland as above, and sent a copy of the letter to Newry (who did their best when they finally answered the phone) and I think it’s a good idea to give notice of cessation of payments too.
Time for Joe Duffy (Irish Consumer Affairs radio programme) to take action?
Tried to cancel, I absolutely refuse to send a letter or give 60 days notice when there is no contract and this can be done there and then over the phone
argued with a supervisor who sounded irish and stated before ending the call that I have just cancelled the dd. I am moving house and aint paying 7 quid to watch nothing and did tell them that as that is what they tried to offer.
I aint worried about letters and phone calls as I am moving told my mum to tell them the same and pluss side is they cant bill me as there is no dd now and everything is in my name not my mums so she should be fine.
Guys, firstly, why would you want to cancel this fantastic subscription just as our football season gets under way?? Really, I’m disappointed in you all.
Secondly, and most importantly, IF you do wish to cancel, cancel the direct debit. If their admin is so bad at their side they’ll never be able to prove you didn’t call in in the first place. Plus, you’ll have free tv for a while til they turn it off. Simple.
I wish I had found all this out first. To add my tale of woe, I subscribed on-line on saturday but have NEVER received a picture on any of the channels only pixelation and white noise or no signal at all. I phoned several times, had signals resent and told by one guy that I had to get permission from Sky to have the signal sent. I was doubtful but went through with it anyway but only for the Sky guy I spoke to confirm that was absolute rubbish. I was given the Sunderland address but a colleague told me that moneysavingexpert.com are on to this and to use the Newry address. Fortunatly for me I chose to pay by direct debit and cancelled that today before they have had a chance to take a payment and I confirmed with my bank that nothing has happened yet so fingers crossed I won’t be out of pocket. I am going to send letters to both addresses and keep copies.
I have been trying to cancel my subscription to Setanta, with no answer to emails requesting an address to write to to cancel. I have been given the Sunderland address, which I have written to, phoned Newry, and have been offered reduced prices etc, but no offer to cancel, so have sent a copy of the letter to Newry as well. I am cancelling the direct debit from after the notice period, and will take action if I get any messing about. Must be the worst business ever to deal with.