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Unan

Are you taking the piss?

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What's it got to do with Matt Parsons ? Why not contact whoever sent the email if there is a problem ?

 

 

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5 minutes ago, bcfc01 said:

 

What's it got to do with Matt Parsons ? Why not contact whoever sent the email if there is a problem ?

 

 

He is the liaison officer, the email address that it was sent from is an automated one and most importantly I shouldn't have to chase up when money is taken from my account when it shouldn't be. Our last game was on the 5/5/19 so I've been charged a month for one game, something that I won't complain about as I've paid for the month service, but still being charged when the season is completely finished? audacious to say the least.

Edited by Unan
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Just now, Unan said:

He is the liaison officer, the email address that it was sent from is an automated one.

Yes he is, and as such I can't see how its anything to do with him, all he can do is direct you to who you should be contacting anyway - supporter services I assume ?

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1 minute ago, bcfc01 said:

Yes he is, and as such I can't see how its anything to do with him, all he can do is direct you to who you should be contacting anyway - supporter services I assume ?

So he can tell City to stop taking the piss, and hopefully be able to give us an answer. He liases between us he isn't customer services.

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Nothing to do with Matt Parsons @Unan, there's an email for BCTV issues and feedback on that email iirc.

Email them and they'll immediately refund you like they did with me.

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1 minute ago, Shtanley said:

Nothing to do with Matt Parsons @Unan, there's an email for BCTV issues and feedback on that email iirc.

Email them and they'll immediately refund you like they did with me.

Seems the sensible thing to do.

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2 minutes ago, Shtanley said:

Nothing to do with Matt Parsons @Unan, there's an email for BCTV issues and feedback on that email iirc.

Email them and they'll immediately refund you like they did with me.

Thanks, I still believe Matt needs to feed this back to the appropriate staff as it's still a problem.

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Not seen him post on the forum for around a month though it's off-season- definitely needs feeding back if it is a recurring theme.

Edited by Mr Popodopolous
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25 minutes ago, Mr Popodopolous said:

Not seen him post on the forum for around a month though it's off-season- definitely needs feeding back if it is a recurring theme.

We haven't seen Matt for a while because he's been living the high life in the Caribbean on Unan's £12.50.

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2 hours ago, Shtanley said:

Nothing to do with Matt Parsons @Unan, there's an email for BCTV issues and feedback on that email iirc.

Email them and they'll immediately refund you like they did with me.

Whilst it might not be anything to do with the role Matt does, he would likely be in a healthy position to raise this with the club, avoiding already busy staff from dealing with loads of calls that could be nipped in the bud.

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45 minutes ago, Bristol Rob said:

Whilst it might not be anything to do with the role Matt does, he would likely be in a healthy position to raise this with the club, avoiding already busy staff from dealing with loads of calls that could be nipped in the bud.

I've got an inkling it might not be anything to do with the club but rather someone who's job involves dealing with enquiries from all the football league's playerhd issues. 

 

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3 hours ago, Shtanley said:

Nothing to do with Matt Parsons @Unan, there's an email for BCTV issues and feedback on that email iirc.

Email them and they'll immediately refund you like they did with me.

Thanks to @Unan and yourself for posting these. Without it, I wouldn’t have known - the “successful payment” emails go straight in my junk as I never open them. Same for many others I guess, probably a thousand or so subscribers won’t bother emailing, or won’t open the email, so at a conservative estimate £4/5k into the bank for somebody.

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1 hour ago, Bristol Rob said:

 Whilst it might not be anything to do with the role Matt does, he would likely be in a healthy position to raise this with the club, avoiding already busy staff from dealing with loads of calls that could be nipped in the bud.

Good point that.

If it's a recurring theme, best to get it escalated higher and quicker.

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Should raise the issue with the official club Dept' for Supporter Piss Taking Services..

Head of Department Mr Armatage Shanks.  

(ask about the hand dryers while you're at it, will they be heated for next season?) 

 

 

 

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57 minutes ago, Dastardly and Muttley said:

Thanks to @Unan and yourself for posting these. Without it, I wouldn’t have known - the “successful payment” emails go straight in my junk as I never open them. Same for many others I guess, probably a thousand or so subscribers won’t bother emailing, or won’t open the email, so at a conservative estimate £4/5k into the bank for somebody.

Wouldn’t it be over £12k if a thousand subscribers ignored an email saying £12.50 had been taken from them? 

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Why would you assume a monthly subscription would cancel itself over the summer? Obviously I understand there’s no content but unless there’s an end date on your subscription it isn’t going to just end

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9 minutes ago, BS4 on Tour... said:

Wouldn’t it be over £12k if a thousand subscribers ignored an email saying £12.50 had been taken from them? 

I was being conservative - roughly a thousand, some of whom (like me) paid audio only for £5.99 

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To be fair to people the way that the T&Cs and FAQs on the website are phrased is confusing, although they aren't misleading. Both talk about the auto renewal quite clearly, and if you read them cold then it is obvious that the monthly renewal is not limited to the season.

The FAQs https://www.bcfc.co.uk/bctv/bctvplus-faqs/ say that BCTV+ "Offers live video streaming outside the UK & Ireland on an annual or monthly basis, both options autorenew at the end of their terms. "

The T&Cs https://www.bcfc.co.uk/bctv/bctvplus-terms-conditions/ state in clause 5.2 "Your subscription is for the Subscription Period and will, unless we notify you otherwise, be automatically renewed at the end of the previous Subscription Period for a further equivalent period.". "Subscription Period" is defined in 4.1 as "the time period you have subscribed for". If you subscribe for a month then it renews for every month. There is no carve out for a month where no football is played.

So by the letter of the contract the club wouldn't have to refund a penny. However, it probably isn't unreasonable to be annoyed/surprised that a monthly payment for a service that is primarily concerned with watching live football matches automatically renews despite there being no live football matches during the new period.

I cancelled my subscription after the Hull game (that I'd only held for May and April) but I can see why people are a little surprised here. 

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Quick update. This has been raised internally and am waiting for a response while this gets investigated by the team who manages this. As soon as I hear anything I will post on this thread. 

Matt

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I don't see the problem here. Do you pay more when a month comes up with extra matches?

It even explicitly tells you in the FAQ:

If you are on a monthly package it is an accepted risk that some months will have more live fixtures than others, so no refund will be given in those cases. While we realise that this might be frustrating we do not increase costs in months that have lots of games and this is an accepted risk by the club in that it will balance out over the course of the season.

 

Edited by Lucan
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17 minutes ago, Lucan said:

I don't see the problem here. Do you pay more when a month comes up with extra matches?

It even explicitly tells you in the FAQ:

If you are on a monthly package it is an accepted risk that some months will have more live fixtures than others, so no refund will be given in those cases. While we realise that this might be frustrating we do not increase costs in months that have lots of games and this is an accepted risk by the club in that it will balance out over the course of the season.

 

Well they’ve been refunding everyone and acknowledging we shouldn’t have been charged. I imagine they will put a hold on payments during the summer break in the future. 

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If it was an annual cost it would make sense paying over 12 months, if it's just during the season then an error has occurred 

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3 minutes ago, phantom said:

If it was an annual cost it would make sense paying over 12 months, if it's just during the season then an error has occurred 

It’s a monthly subscription that you can stop at anytime, rather than a yearly subscription with the cost spread over 12 months. 

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7 minutes ago, RedSA said:

It’s a monthly subscription that you can stop at anytime, rather than a yearly subscription with the cost spread over 12 months. 

If this is the case they hope you won’t notice rather than cancelling during the off season and resubscribing for the 1st game.  If you were paying a fixed fee over 12 months and they facilitated monthly payments then that would be different.

 

For example I stop and start Now TV all the time   So I can subscribe only when the programmes I’m interested are on.

 

Has to be said when I originally read the T&Cs I thought it was a yearly contract, hence why I didn’t wish to commit before I knew the quality and whether my connection from ‘Honduras’ 😋 would work.

Edited by RumRed
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1 hour ago, Lucan said:

I don't see the problem here. Do you pay more when a month comes up with extra matches?

It even explicitly tells you in the FAQ:

If you are on a monthly package it is an accepted risk that some months will have more live fixtures than others, so no refund will be given in those cases. While we realise that this might be frustrating we do not increase costs in months that have lots of games and this is an accepted risk by the club in that it will balance out over the course of the season.

 

you may not have noticed but the season is over nothing left to balance.

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I cancelled mine the last game of the season - it asked for feedback ask to why you cancelled "seasons over duh, see you next year"

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6 hours ago, Matt Parsons BCFCSLO said:

Quick update. This has been raised internally and am waiting for a response while this gets investigated by the team who manages this. As soon as I hear anything I will post on this thread. 

Matt

Thank you Matt

I assume those of us affected and offended should sit tight and await an update rather than call in or contact our payment service providers? 

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Ive had this too. Also I was charged twice for my first month. I emailed at the time (can’t remember where I found the address but it was somewhere on BCTV site) got no reply though, no refund yet either. 

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Hi @Unan @Mr Popodopolous et al

We’ve spoken to Stream AMG (BCTV’s live streaming partner) and confirmed that unless a direct debit is cancelled these do continue to run. We have agreed with Stream AMG : 

If fans are happy to keep their direct debit running, then the two months debited in June and July will roll forward to cover August and September and then kick back in for October

Alternatively, fans can email bristolcitytvsupport@streamamg.com  and ask for a refund for any end of season months that they’ve been debited for – but they will then have to re-subscribe at the start of the season and set up a new direct debit once again.

Hope that helps answer the above questions. 

Matt

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34 minutes ago, Matt Parsons BCFCSLO said:

Hi @Unan @Mr Popodopolous et al

We’ve spoken to Stream AMG (BCTV’s live streaming partner) and confirmed that unless a direct debit is cancelled these do continue to run. We have agreed with Stream AMG : 

If fans are happy to keep their direct debit running, then the two months debited in June and July will roll forward to cover August and September and then kick back in for October

Alternatively, fans can email bristolcitytvsupport@streamamg.com  and ask for a refund for any end of season months that they’ve been debited for – but they will then have to re-subscribe at the start of the season and set up a new direct debit once again.

Hope that helps answer the above questions. 

Matt

Seems a very fair outcome from the company

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Sounds like s reasonable outcome and decent of the company, who could easily have just claimed it wasn’t cancelled. 

I wish they ran a gym, so that I could get a refund on the period I didn’t use it. Like January - December..! 

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