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Communitea
Occasional Poster

Being charged twice

Hello,

 

I'm being charged twice a month at different rates and I've triple checked but I only have the one pass so I'm unsure why I'm being charged 11.99 and 7.99

 

Can anyone help?

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5 Replies
ClockEnd
Advocate 1

Re: Being charged twice

You have a cinema pass @ £11.99 and an entertainment pass @£7.99

Check this link https://account.nowtv.com/payments 

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Communitea
Occasional Poster

Re: Being charged twice

No I dont, I cancelled it a while ago and I've checked my acco8nt and I dont have a pass AND followed the link and I dont have one.
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ClockEnd
Advocate 1

Re: Being charged twice

Do you have another account?

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Communitea
Occasional Poster

Re: Being charged twice

No, I don't. Just the one linked to my only email address.
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RoyB Mentor 2
Mentor 2

Re: Being charged twice

@Communitea 

 

You need to go into My Account. Then, firstly, into Passes & Vouchers to see if there are a running Entertainment Pass, and a running Movies Pass, shown.

 

If there are, there’s your problem, and any attempted Cancel hasn’t completed properly.

 

But if there is just the expected one Pass running, next go into Bills & payments, and see if both charges are showing up there.

 

If not, then you likely do have a duplicate account running, with the second Pass Live on it.

 

Either way, you need to get in touch with Live Chat, explain what’s going on and what you have found, and ask them to sort it out with you:-

 

Get in Touch (all the options, and the best place to start):-

https://help.nowtv.com/gb/get-in-touch/

 

On a screen with big buttons all around, you may find the link you need is under a tiny green arrow, so be vigilant.

 

 Live Chat and Send Us a Message:-

https://help.nowtv.com/contact-us/managing-my-devices

 

On Live Chat, when you can get onto it, keep your answers short, sweet and prompt, or it will time out on you.

If the person you are talking to doesn’t seem able to understand your issue, ask to be escalated to the next level of help.


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