Can’t get a refund as online chat says my email isn’t recognised

[VSS]

I have been charged a sky sports sub that I cancelled last month. When I contact the online chat they have said the email doesn’t exist in their system so is not associated with any account and they cannot refund me. I can log into my account so it is real. In manage account - personal details I can see the email as associated with my account. 

Has this happened to anyone else?

Edit - ironically I get an email for posting here!

[gavs82008]

@VSS 

It’s very likely that you have another account using the same payment details.
https://help.nowtv.com/article/find-an-account

When you “cancelled” did you get an email confirmation of the cancellation? Otherwise I’m afraid the cancellation process wasn’t fully completed.

[VSS]

I have tried that link and it says there is no account.

I did not get an email confirmation but I do have a screenshot which says that I have cancelled and the date I can watch the current sub up to.

[gavs82008 · Accepted solution]

@VSS 

Keep trying with live chat is all I can say. 

You can also send an email to support and provide the pictures. 

customer services @ nowtv . com (ensure no spaces)

[VSS]

Thanks for the CS email. I will give that a try

[VSS]

Just to update - CS weren't really much help and have dragged this out with refusal to escalate or raise a complaint.

In the end they have come back with agreement to refund to close the case. I asked to delete my payment details also and they have agreed. Hopefully this is the end of this very saga