Q. In March 2022 I paid £159 to renew my TV licence.
I then realised I am entitled to a free licence as I am over 75 and receive pension credit.
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Around the same time I developed cancer, so I didn’t contact TV Licensing until a year later.
I was told to send photos of my passport and a letter from the Department for Work and Pensions (DWP) to TV Licensing to prove my age and that I receive pension credit.
But TV Licensing then said my pictures were not the right type.
I was so focused on my cancer that I decided to leave it at that.
Thankfully, my cancer responded to the treatment and I am now in good health.
I decided to try and reclaim the refund this year but can’t find any information on how to do so.
I’ve received a free TV licence since 2023 so I know I am entitled to it.
Can you help?
David Platt, Liverpool.
A. This was already a difficult time in your life, so I can understand that chasing a refund was not your top priority.
I went on the TV Licensing website to see for myself how difficult it is to get a refund.
It was hard to track down the information on your situation, so I can see why you found it tricky.
Although you made a mistake, it should not be difficult to get your money back.
When I contacted the company about your case it told me that the letter you sent to prove that you get pension credit was for the wrong year.
It also said it was not aware that you were 75 when you applied for your licence.
TV Licensing has now been in touch with you to help you apply for your refund.
I’m glad this is sorted – but it’s not good enough that you were initially let down.
The company has told me that it has recently made a change that should make it easier for people who are eligible for a free licence to get one.
It now automatically checks with the DWP to see whether someone who applies for a TV licence gets pension credit.
This is a step in the right direction but there is more that can be done to make it simpler for people to get refunds.
Squeeze team total: £226,961.
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