BT customers in the UK have reported being signed up to and charged for Xbox Game Pass without their knowledge or consent, resulting in an extra £10 per month being added to their internet bill. BT has issued apologies and urged its customers to be vigilant and to report any suspicious changes to their account to them as soon as possible. While some customers have been refunded for the erroneous charges, others remain concerned about the extent of the problem, which is as yet unclear. The reason behind the charges is still unknown.
Although the BBC has found examples of people complaining about the same issue as far back as October 2023, one victim of the billing error discovered the problem only as recently as Tuesday. Some affected customers discovered the charge when they received an email acknowledging the activation of their subscription, making it sound like they had done it themselves. One BT customer service advisor reportedly told a customer that it was a “known issue”.
One affected customer, Sue from London, said that she noticed a £10 discrepancy in her internet bill, which she initially attributed to being hacked before contacting BT, who explained that it was a BT error and refunded her the amount. However, she argued that other people who are less vigilant might still be unknowingly affected, which remains a concern for some customers. Another customer, Craig in Aberdeen, revealed that a BT web chat advisor had explained that the issue was random and between BT and Microsoft.
Customers who have experienced the same problem have been urged to share their experience via email or phone, while the BBC has also expressed its interest in highlighting any such issues and calling out relevant players. The extent of the problem remains unclear, but BT has urged customers to remain vigilant if they notice any suspicious changes to their account
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