She has been trying to cancel her TV4 Play subscription for three years

A report from Sweden’s Consumers shows that TV4 Play is the streaming service that takes the most steps to cancel, namely 14.
Maria Holmberg has tried to cancel the service by contacting customer service, but has been unsuccessful for three years.
– I think it’s deplorable, as one of Sweden’s largest streaming services, I think you should answer your customers’ emails, she says to TV4 Nyheterna.

Sweden’s consumers’ report on how difficult it is to cancel streaming services shows that TV4 Play is the most difficult to cancel.

– Consumers know how flexible digital services can actually be, we see that every day. For example, when we have to subscribe to a service or buy something, then everything goes very smoothly. Then it’s suddenly when we no longer want to spend our money, then it becomes complicated and it’s completely unreasonable, says Sinan Akdag, expert on Sweden’s consumers.

Maria Holmberg first tried to cancel her TV4 Play subscription three years ago, because she could neither access nor use the account. She therefore tried to contact the customer service email listed on the website without receiving any response.

– I think it’s deplorable, as one of Sweden’s largest streaming services, I think you should answer your customers’ emails, she says to TV4 Nyheterna.

Still haven’t finished the subscription

The money has continued to be withdrawn throughout the years and she estimates that around 7,000 have been lost. When TV4 Nyheterna met her on Tuesday, she made an attempt to contact customer service – via a number that, according to her, was not on the website before.

– They cannot say exactly what they can do. They can’t just end the subscription, they are talking about a possible refund, which we would be extremely grateful for, of course, but I didn’t get any answers today about what will happen, the only thing they said is that they would look into the matter and get back to you, says Maria Holmberg.

Jens Håkansson, who is channel manager at TV4 says that it is very unfortunate that Maria Holmberg did not find the contact route to them and that they have had the phone number for customer service for a long time. At the same time, he comments on the report from Sweden’s consumers.

– What we have actively done now is that we have tested this flow, which has been with 14 steps. Sure, it’s probably a few steps too far, but we’ve also learned a lot and received a lot of good data that allows us to improve the service, says Jens Håkansson.