Unwanted re-activation of Spark Sport account

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gavinfrank

9 posts

Wannabe Geek
+1 received by user: 2

#303662 26-Feb-2023 14:57

Got a Spark Sport “welcome back” email on Saturday morning. Surprised since I had suspended in Dec 2022, with no intention to resume.

Was sure it was a very realistic scam mail …. Until I looked at credit card activity. A 1 month charge. ( yes my mistake to not remove card details when suspending).

On checking with their customer service, was told I had watched UEFA that morning. Again a surprise!

Asked for credit in view of no intention to use their service.

They are declining refund, suggesting that in all cases the account is under my control so re activation is treated as my responsibility. ( can’t see how this would be the case if their system was hacked).

I’m pretty sure their no-refund attitude goes against all standards I’m aware of.

Wondered if any users have had this experience?

Linux

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#3042246 26-Feb-2023 15:14

You suspended the account and I bet this has a time limit and now it has ended so now they are billing you again

You should of closed the account

gavinfrank

9 posts

Wannabe Geek
+1 received by user: 2

#3042248 26-Feb-2023 15:20

I asked about automatic resumption. They said no they don’t do that, so they claim it was some action of mine.

Linux

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#3042249 26-Feb-2023 15:22

gavinfrank:
I asked about automatic resumption. They said no they don’t do that, so they claim it was some action of mine.

Check the terms and conditions of suspending an account do not just go by what a call cebtre staff member says

RunningMan

9184 posts

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#3042250 26-Feb-2023 15:25

Did you (or someone who you have given account details to) watch UEFA as they say?

gavinfrank

9 posts

Wannabe Geek
+1 received by user: 2

#3042253 26-Feb-2023 15:31

We’re not watchers of any form of football. I’ve asked then to prove anything was watched. Certainly haven’t shared account access details.

ratsun81

516 posts

Ultimate Geek
+1 received by user: 183

#3042254 26-Feb-2023 15:35

Linux:

You should of closed the account

And guess what you cant do on the website. You guessed it. There is no cancel option only suspend. Also you cannot remove your payment info either.
The only way to do so is to jump on a live chat or to call spark.

Its really not good enough to have to go through these hoops to cancel, it should be an option on the account info page.

Apple TV

Stream your favourite shows now on Apple TV (affiliate link).

Linux

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#3042256 26-Feb-2023 15:38

ratsun81:
Linux:

You should of closed the account

And guess what you cant do on the website. You guessed it. There is no cancel option only suspend. Also you cannot remove your payment info either.
The only way to do so is to jump on a live chat or to call spark.

Its really not good enough to have to go through these hoops to cancel, it should be an option on the account info page.

Yes very poor but the account I would of closed anyway

clinty

1201 posts

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Lifetime subscriber

#3042268 26-Feb-2023 16:06

Have you used that email/password combo elsewhere?

Possibly someone else reactivated the account, not really in Sparks internet, esp as they are shutting down anyway

Perhaps ask them if they can give you the IP address used to reactivate, might help narrow down what happened

Clint

Wellingtondave

160 posts

Master Geek
+1 received by user: 88

#3042278 26-Feb-2023 16:37

Any other services with Spark, Internet? Cell? Call and ask for the retention team and tell then you're cancelling because of the Spark sport customer service.

Else, call the bank and dispute the charge.

Few are sad that S.S is closing.

colinuu

246 posts

Master Geek
+1 received by user: 59

#3042458 26-Feb-2023 22:45

Wellingtondave:

Few are sad that S.S is closing.

Agreed. I think their business practices stink.

In December last year I emailed SS to get my credit card details removed. It was eventually done, but first I had to wade through their initial reply:

Thanks for getting in touch with us regarding the deletion of the data we hold about you.

What we need to do.

As a business, we need to retain some customer data in order to respond to any enquiries from customers (a disputed bill for example) and to meet certain record keeping requirements. However, we do delete or anonymise personal information once we no longer require it – for example we will delete billing records after seven years.

We take care to ensure that our treatment of your information lines up with the approach set out by the Office of the Privacy Commissioner. You can view the Privacy Act 1993 here. Or, this case note from the Office of the Privacy Commissioner may also be helpful.

What we can do.

When you registered for Spark Sport, you gave us your credit card details, either to allow you to sign up for a free trial, or so that we could charge you for your subscription each month. We can remove your credit card details from our systems as an active payment source, so that no further transactions can be taken from your account. Can you please provide the details below:

- Your full name,

- Your email address on your Spark Sports account,

- Your home/mobile number,

- Your billing address.

It is just so that we know the request is from the account holder.

What you can do.

You may be receiving emails from us where we promote services and offers that we think could be of interest to you. If you no longer wish to receive these emails, you can update your communication preferences in your Spark Sport account. You can also click ‘unsubscribe’ on any past promotional email we’ve sent you.

Sign into Spark Sport

Cheers,

gavinfrank

9 posts

Wannabe Geek
+1 received by user: 2

#3042756 27-Feb-2023 12:29

Result!

After weekend of exchanging emails with Spark Sport customer service people, they eventually admitted they could not locate the device they claim used my account to watch UEFA. But assured me it was Windows 10 with Chrome browser. Which we don’t have.

Anyway the 3rd person involved (again with only a Christian name in their email signature) reversed their position taken in their first 6 emails, & said they are closing account and refunding me.

Thanks for the suggestions.