BT clients unknowingly charged for Xbox Game Pass

Some BT clients are being signed as much as, and charged for, Xbox Game Pass with out their information or consent.

An additional £10 per 30 days was added to their web invoice, regardless of them not requesting the gaming subscription.

For these whom the BBC spoke with, BT refunded the cash, however the clients described their experiences as “worrying”.

BT has apologised and urged different clients to be on the look out for comparable issues.

“We’re very sorry that the customers mentioned in this article have had Xbox Game Pass Ultimate added to their account without their knowledge,” a spokesperson advised the BBC.

“We recommend that all of our customers remain vigilant and if they notice changes to their account that are suspicious, to contact us as soon as possible to report this.”

“We will support and guide them on how to take steps to ensure their account is secure.”

The cause that the costs are being added is unclear – as is the extent of the issue.

But one particular person found the additional cost as lately as Tuesday, whereas the BBC has discovered examples of individuals complaining about the issue way back to October 2023.

A BBC worker – who was affected by the difficulty – was advised by a customer support advisor that it was “a known issue”.

As effectively as discovering out by way of checking their payments, some clients found the error after receiving an e mail which thanked them for activating their subscription – making it sound like that they had accomplished it themselves.

Another of these affected is Sue, from London, who contacted BT after noticing a discrepancy in her web invoice.

“I logged into my BT account online and saw that they charged me an extra 10 pounds and that money had come out of my account,” she advised the BBC.

“Xbox Game Pass had been added to my accounts without my consent – I thought that’s so odd, because I don’t even have an Xbox.

“I really thought I’d been hacked, so I phoned them up… and so they defined that it was a BT error.”

Sue said that she was refunded the money, but was concerned about other people who were less vigilant.

Matt, from East Sussex, had comparable considerations.

“I known as BT after they did not reply my submit on X [formerly Twitter],” he stated.

“To be truthful to them, they refunded the £10 and cancelled the subscription instantly. But it’s worrying to listen to that it’s nonetheless taking place.”

Meanwhile Craig in Aberdeen said he found out about the charge when he received an email from BT, and contacted the firm via its webchat service.

“He principally stated to me within the chat that this was a difficulty between BT and Microsoft, the place this was being type of randomly enabled and activated on individuals’s accounts,” he stated.

“It says within the phrases and situations that there is not any free interval with this – you’re instantly charged.

“My concern is this might not just be me, this might be lots of other people who perhaps don’t really notice you get an email through.”

Have you been unexpectedly charged for Xbox Game Pass in your BT invoice? Share your experiences by emailing [email protected].

Please embody a contact quantity if you’re prepared to talk to a BBC journalist. You may also get in contact within the following methods:

If you’re studying this web page and may’t see the shape you’ll need to go to the cell model of the BBC web site to submit your query or remark or you possibly can e mail us at [email protected]. Please embody your title, age and site with any submission.