Money Wellness
Close up image of someone holding an Xbox gaming handset. BT customers unknowingly charged for Xbox Game Passes - get a refund
category iconbills
calendar icon29 Jan 2024

Millions of BT customers warned they could have been overcharged

Some BT customers have been signed up to, and charged for, Xbox Game Pass without their knowledge or consent, according to a report by the BBC.

Affected customers will find that they’ve had £10 a month added to their internet bill without them knowing.

The BBC has spoken to several BT customers affected by the overcharging. They were eventually refunded the money, but the customers said the experience was worrying.

BT has apologised for the mistake and is urging all customers to check their bills carefully and be on the look out for similar problems.

The telecoms giant hasn’t explained why the additional charges were added to some customers’ bills or how many people could have been affected.

However, one customer who spoke to the BBC said charges were added last Tuesday (23 Feb), while others complained about the problem as far back as October 2023.

They said: “We’re very sorry that the customers mentioned have had Xbox Game Pass Ultimate added to their account without their knowledge.

“We recommend all 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.”

As well as the transaction showing up on bills, some BT customers even received emails thanking them for activating their Xbox Game Pass subscription – making it appear as if they had done it themselves.

The BBC is looking to speak to other BT customers who have found themselves unexpectedly charged for the Xbox Game Pass.

If you’ve been affected, you can contact them by emailing [email protected]

You need to include a contact number and be willing to speak to a BBC journalist.

Avatar of Caroline Chell

Caroline Chell

Caroline has worked in financial communications for more than 10 years, writing content on subjects such as pensions, mortgages, loans and credit cards, as well as stockbroking and investment advice.

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