Got a letter from BT saying my Xbox pass prices are increasing. Problem is..I never subscribed to Xbox, never played it in my life. Then I search my emails and found email from BT from 2024 saying they believe there was fraudulent activity related to Xbox and they'll cancel and refund the service. So today, when I looked in my account and saw I was being charged all these months, I phoned them and they refused to refund me saying they had no evidence it wasn't a genuine subscription to Xbox and that they didnt keep more than 2 years of records so cant see how long ive been charged for.

After reading numerous similar cases and a newspaper article about this, I am convinced BT has other customers in a similar situation.

I made a formal complaint which if unresolved will go to Ombudsman and Small Claims Court, but the fact I need to spend hours of my time on this is simply unforgivable.

Once my contract expires for broadband im leaving them