Unwanted Xbox Game Pass Charges Plague BT Customers

In an unexpected twist, some BT customers have found themselves involuntarily enrolled in and billed for Xbox Game Pass, sparking concerns over unauthorized charges and lapses in consent.

Despite not requesting the gaming subscription, affected customers were slapped with an additional £10 per month on their internet bills, prompting a flurry of complaints on BT's online forums for several months. While those who voiced their grievances to the BBC reported receiving refunds, they also expressed worry over the unsettling experiences.

BT swiftly issued an apology and cautioned customers to remain vigilant against similar issues. A spokesperson acknowledged the problem, stating, "We're very sorry that the customers mentioned in this article have had Xbox Game Pass Ultimate added to their account without their knowledge." The company urged customers to report any suspicious changes to their accounts promptly, promising support to secure their accounts.

The root cause of the unauthorized charges remains murky, and the full extent of the problem is uncertain. Reports suggest that customers have been facing this issue since at least October 2023, with one person discovering the extra charge as recently as Tuesday.

A BBC employee affected by the problem was informed by a customer service adviser that it was a "known issue." Some customers only became aware of the error through their bills, while others received emails thanking them for activating their subscription, creating an illusion that they had willingly subscribed.

One affected customer, Sue from London, expressed her concerns, stating, "I thought that's so odd because I don't even have an Xbox. I actually thought I'd been hacked." While Sue received a refund, she remains worried about less vigilant individuals.

Matt from East Sussex echoed these concerns, emphasizing the need for swift resolution. "It is worrying to hear that it is still happening," he said, despite receiving a refund and immediate subscription cancellation after contacting BT.

Craig in Aberdeen shared a similar sentiment, revealing that a BT webchat representative acknowledged an issue between BT and Microsoft causing random activations. Craig expressed concern about potential widespread occurrences, emphasizing the immediacy of charges as stipulated in the terms and conditions.

As BT customers grapple with these unauthorized Xbox Game Pass charges, the situation underscores the importance of maintaining vigilance in an increasingly digital landscape.