le 23-11-2018 14h23 - dernière modification le 24-11-2018 16h47 par Julie
Hello SFR team,
I will write in English because my French is not so good.
I am a client of SFR from 2 months ago (Contract 1-*********), and in the second invoice I found a surprise that I did not expect, an extra cost / option -->Pass Sport Premium X-périence by Numericable +21.91Euro.
In the 1st invoice, this service was not present and I do not remember to access, order or subscribe to it..
1. How is possible to be charged for this service in the condition mention above?
2. What is the procedure to unsubscribe from this, immediately, today?
3. How can I recover the money already paid ?.
Edit CM : Certaines données de votre message ont été modifiées car elles vous appartiennent. Pour des raisons de sécurité et de confidentialité (CGU), nous vous invitons à ne pas communiquer des informations qui vous sont personnelles.
Résolu ! Consultez-la
le 27-11-2018 13h35
We will try to found a solution to your problem but I never heard about this "Pass Sport" before. I think this is an old option.
Don't hesitate to post a picture of your invoice with the added line and we will see :/
Have a good day,
Mélanie, Community Manager.
le 27-11-2018 13h51
I tried to contact SFR via Facebook Messenger, without success, I didn't receive any feedback there. Is strange not to have an email address!
This day I called to the customer support phone no. but unfortunately, my French is bad and I did not manage to discuss my problem.
Here is my invoice picture (I'd edited all personal information).
Thank you for the support.
le 27-11-2018 15h51
I think you have to insist a bit with the customer support on Facebook and Twitter.
If you really want to contact the customer support, the best is to have someone on the phone (by calling the "1023") but I understand it's not so easy to explain your problem in French.
I'm not a specialist but I had a eye on your invoice and tried to explain your demand to the customer support ; apparently this pass is simply a bouquet of sports channels that you can subscribe in addition to your box subscription. It's possible to subscribe to this bouquet with your remote control and it may be that ? Maybe someone of your family ?
Can you verify on your "Espace Client" if a subscription is mentionned ?
If you want to cancel this option, you have to go on your home page of your TV menu > TV options > and select the TV package you wish to eliminate and confirm your "résiliation".
Hope It will be useful
Have a good day,