TV Licensing (UK) Customer Service Issues

Regarding 1 St Mary's Court in Beaconsfield HP9 2LG, please be advised that a cheque with no. [redacted] was sent on 29 September, but it was not deposited until 4 November. This payment was intended to cover our license at 18 Old Hall Close in Wellington, Telford, TF1 2DJ. Subsequently, we informed you on 11 November about our relocation to 1 St Mary's Court, a retirement property under a joint license with Cognatum Estates. Given these circumstances, we do not have outstanding payments for a license, and in fact, we are entitled to a refund for 18 Old Hall Close. We anticipate your prompt response and a necessary apology. Looking forward to resolving this matter. P. Rhodes

Regarding the address change, I officially informed you of our move to 1 St Mary's Court, Beaconsfield HP9 2LG on November 11, [redacted], from 18 Old Hall Close, Wellington, Telford TF1 2DJ. We issued a cheque to settle the license fee at the previous location on September 29, which you only processed on November 4, numbered [redacted]. 1 St Mary's Court is under a joint license with Cognatum Estates as a retirement property, meaning we are not required to have a license there and are due a refund for the Old Hall Close property. We eagerly await your prompt response with the refund and an apology. Sincerely, P. Rhodes.

I am in the process of updating my address from a rented property to my permanent residence. I have noticed that there is no option available on your website to make this change. My current license number is [redacted], registered to 6 Birchencliffe Cottages, Shrigley Road, Post Shriller, Macclesfield, SK10 5SE. I will be relocating to Higher Gibb Hey Farm, New Mills, High Peak, Derbyshire, SK22 4QJ. I would appreciate guidance on the procedure to follow in order to make the necessary payment.

I am writing to express my disappointment with the customer service I received from the TV licenses department. I have faced issues with my payment plan due to a card expiration, which resulted in an unexpected charge of £[redacted].56 from my bank account, leaving me in a financially difficult situation. Despite explaining my circumstances repeatedly, the agents seemed indifferent to my predicament and unhelpful in resolving the issue promptly. This has caused me distress and financial strain as a pensioner with limited income. I urge for a more compassionate and efficient approach from the customer service team in dealing with such matters in the future. Thank you.

I am trying to set up a new account for my new address as I've received one of your threatening letters. I have been trying to call for 30 minutes now without success. I went into my old account to update the address, but it's asking me to contact you by phone, which I am unable to do. This issue must be resolved as any attempt to fine me will lead to problems. License number: [redacted]-[redacted]-[redacted]. Someone needs to email me with a solution here.

I am a pensioner who has received a free TV licence for the past two years. My licence number is [redacted] and was supposed to expire on July 31, [redacted]. We tried to set up a Direct Debit by filling out forms, but they couldn't be processed due to issues on your end. When we received new forms, we decided to call. We received a licence, but it's for the current year which we believed was still free. If I have been charged incorrectly, I request that the payment start from August 1, [redacted], to July 31, [redacted]. Your assistance on this matter would be greatly appreciated. If needed, you can contact me at 0[redacted]. Thank you.

I mailed a cheque for £[redacted].50 to renew my TV license on January 8, [redacted]. My bank statement shows that the payment was processed on January 18, [redacted]. Surprisingly, I received another letter on March 15th demanding payment. I reached out to TV licensing, provided my account details, and was advised it would take 10 days to resolve. I sent my cheque information and bank statement on March 4th, but have not received any feedback. Despite being reassured by a TV license representative on March 15th, I am still distressed as I have received no response even after sending all necessary documents by recorded delivery. This situation is causing me stress, and I am hopeful for a resolution soon.

Dear Sir, I have been informing you for months that I am exempt from paying for a TV license due to being on pension credit. I have submitted five forms and pension credit documents to prove this. However, I keep receiving direct debit forms to complete. I even spoke to a lady on the phone who sent me another free TV license form to fill out. I have done so, but it seems like no one is paying attention to my situation. I kindly request your assistance in resolving this matter. Regards, Mr. N B Mira 72 Penmann Crescent Halewood Liverpool L26 0UG

Hello, I am reaching out on behalf of my mother-in-law, who is eligible for a complimentary license and has been anticipating a refund since September [redacted]. Back in September, I covered the cost of her license, but around the same time, her husband had to move into a care facility due to dementia, and she became eligible for Pension Credit shortly after the license payment. Since then, I have been diligently seeking a refund, providing all the necessary documentation. Despite being assured that she is indeed due a refund, it has not yet been processed. Every time I inquire, I am informed that the refund will be deposited by the end of the month, a promise that has been made to me every month since September. Although I was emphatically assured this would be resolved in March, regretfully, the refund still remains outstanding. Given my mother-in-law's age of 87, the funds are truly needed. I urge you to investigate and address this matter promptly as the delays are really uncalled for. Best, Sharon P.

I recently received a fraudulent email that looks exactly like the original communication. It claimed my license had expired and requested payment for a new invoice. This email was particularly convincing because it included the exact expiration date of my license and mentioned a failed initial payment, indicating a potential data breach. When I contacted customer service, I was informed that they were unable to assist me and advised to disregard the email. This scam is concerning as it targets individuals by using their renewal dates. I am waiting for a response before escalating this matter further due to the significant privacy implications involved. Thank you. - Kim Jefferies

I am experiencing difficulty resolving my free TV license for over 75 with Pension Credit. I have completed the forms twice, submitted photos of my entitlement, and corresponded with R. McTaggart, who was rather brusque. Upon attempting to contact customer service via a paid phone number, I encountered an unhelpful robot, which was problematic due to my hearing issues at 83. Dialing 5 eventually connected me with a human, but I was discouraged by the cost, given my weekly Pension Credit income of £[redacted]. This is my first issue clearing up a matter through phone or email. I have a long history using technology since my first landline in [redacted] and email in [redacted]. I use a Mac with the OS on my MacBook and Win10 on my server. I humorously realize now that you are not TV Licensing. Apologies for any snarkiness, it's all in good fun.

My 85-year-old mother, who used to have a free TV license, got confused about the renewal process now that it's no longer free. Despite not having internet access, she believed she renewed over the phone after receiving the bill. She mentioned speaking with Julie and Josephine and resolving the matter. Concerned about a possible scam, I cancelled her bank card after she provided the card information to someone over the phone. After checking her bank account as her power of attorney, I confirmed no transactions were made to the TV Licensing. Calling the phone system was difficult due to my mother's trouble remembering numbers. Eventually, I spoke with Stephen to pay her bill but found the process unhelpful. I aimed to set up a monthly direct debit but struggled without knowing the license expiry date. I wanted to ease my mother's confusion and decided to pay for the full 12 months. Stephen advised to disregard any reminder posts after payment. I requested my details be added for future correspondence and to set up the direct debit in advance to prevent reminders. I suggest improving the system for elderly individuals and their next of kin. Clarifying the renewal date would have simplified the process and avoided this complaint.

Hello, I'm Juliet, an NHS nurse working overseas at QEQM Margate. I recently moved into temporary accommodation at Block 12, Room [redacted], Nightingales Residences on Ramsgate Road in Margate. It has come to my attention that you have been sending enforcement letters to the previous occupant regarding debts related to watching TV content without a TV licence. I want to clarify that the previous occupant no longer resides here, and as a new resident, I have no knowledge or responsibility for their bills. I kindly request that you address this matter accordingly and redirect any future correspondence to the appropriate individual. Thank you.

I canceled my TV license and received a refund before departing to New Zealand in early August. A tenant moved in on the 22nd of September. I have a refund approval letter from Ross McTaggart, Customer Services Director, dated 27th July. It seems there may have been a misunderstanding between departments. Can this refund approval letter be retracted, please? -Ian J.

I recently paid for a TV license but was informed that my payment of £80 via bank cheque was not acceptable as the full amount is £[redacted]. Despite this, you rejected my payment and now claim to have sent me a letter containing a cheque for £80 and a form for pension credit, which I have not received. When I called today, I was informed that a new cheque would be prepared, but I was denied the option to make up the remaining balance. I have requested the correct account details to pay the full amount after my cheque clears. Consequently, I received a letter threatening a property visit this morning. As someone who is not evading the license fee and with the £80 in your possession, I do not condone any intrusion. I will pay the full amount once your cheque clears. Kindly advise against harassing an 83-year-old.

Hello, I am a student at the University of Suffolk Dudley. From my understanding, students are not required to pay for a TV license. However, I have been paying for the past two years. When trying to apply for exemption, I noticed that the University of Suffolk Dudley is not listed in the application. I would appreciate guidance on how to proceed and possibly seek a refund for the payments made unnecessarily. Thank you. Pavel Alexandru Olaru.