Cancelled but charged

[AJ1]

I signed up for a month of football, then cancelled it a week before it was about to renew. I remember going through the multiple screens asking again and again if I was sure I wanted to cancel and got the confirmation. I have now been charged this month and the account is still active. I logged in to request a refund but only get a link to try the refund bot which isn't working. The contact page just loops through helps pages and the online chat isn't available. Where do I stand on a refund? Is there a contact to speak to a human being? I haven't watched any for over a week even before the renewal today.

[AJ1]

Is it right there is no phone number for NowTV queries? From what I can see, its only online chat for NowTv and I've been waiting over an hour with 'waiting to chat'. Surely there is a phone number I can call?

[RoyB]

@AJ1 

Alas not 😢 You will just have to hang on until they respond.

Did you get an email confirming the cancellation? If you did, show that to Now Chat. If you didn’t, then the cancellation may not have gone through, despite your best efforts.

[AJ1]

I've checked and no confirmation email, though I did find I had since had a boost added that I knew nothing about. I've since went through the procedure again, all 6 screens of 'are you sure you want to cancel' and received an email this time, so I guess I didn't get to the final screen last time? I could have sworn I received a confirmation page that said I was still able to use until 10th Sept. I'm wary of these auto-subs as my mother in law was caught out by Amazon thinking she had cancelled, that was a nightmare to correct.

Anyway, over a hour waiting for online chat with no movement so I have submitted a complaint. We'll see if I get a reply.

[gavs82008 · Accepted solution]

@AJ1 

What browser are you using as I know one (maybe firefox) isn’t great with live chat.

You could also try this when signed in and click the ‘How to get in touch’ drop down.
https://help.nowtv.com/get-in-touch/tv/cancel-or-renew-membership

[AJ1]

Thanks for that suggestion, I hadn't even thought of that. I use FireFox (which is up to date) so I tried through Edge. Got straight through to chat and resolved in minutes. In FireFox, the chat box has the loading dots and text 'waiting to chat' giving the impression you are in a queue, though I guess it hadn't even connected.

[redchiz1]

@AJ1 

How are you getting on? I have found that once you do get through to customer services on live chat they are usually very helpful. With little delay if you go via the green Chat online button near the top of the page here, rather than via the bot. 

[AJ1]

Thanks redchiz1, it was actually my browser FireFox causing issues with the chat box. It gave the impression that I was in a queue waiting to chat but probably not even connected. Anyway, I used a different browser, got straight through to chat who were quick and very helpful. He understood where I was coming from, and as I hadn't used the service since the unexpected renewel it has been refunded.

[redchiz1]

That's good of you to let us know, glad to see that it's sorted.  🙂