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Dinesh_Sirigiri
Advocate

Charged for Anytime calls which was free in the package

When I placed Now TV Broadband order on 30-Nov, Anytime calls was part was free in the offer for a duration of my 12 months contract. After I got my network up and running, I was charged for Anytime calls. Did anyone face this issue?

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gavs82008
Legend 5
Legend 5

Re: Charged for Anytime calls which was free in the package

@Dinesh_Sirigiri 

Best to give the broadband team a call. Number on link below 

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

Give us a call on 08007591213 to speak directly to a NOW TV advisor

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gavs82008
Legend 5
Legend 5

Re: Charged for Anytime calls which was free in the package

@Dinesh_Sirigiri 

Best to give the broadband team a call. Number on link below 

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

Give us a call on 08007591213 to speak directly to a NOW TV advisor

View solution in original post

ChrisG
Mentor

Re: Charged for Anytime calls which was free in the package

Hi Dinesh,
I had a very similar experience after signing up 16/11/2020. I raised the matter with NOW customer services, who then switched me to free Anytime calls, however they have refused to refund for all the previous charges which have amounted to over £160, fortunately I took a screenshot of the offer at the time and their confirmation email does say my monthly call charges will be £0.00, so I have a strong case. Weirdly my regular monthly charge was not regular, it has been changing. They said there is nothing they can do to refund me so I will take the it to the independent arbitrator. Did you fully recover all of your call charges? 

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Dinesh_Sirigiri
Advocate

Re: Charged for Anytime calls which was free in the package

Hi Chris,

First of all thank you for sharing your experience.

Coming to my case, I was first charged extra (32 GBP instead of 24 GBP) in Jan, 2021. I called the customer and they acknowledged the mistake and said it would be added to the credit and would be adjusted. But I was charged 24 GBP in Feb, 2021 (should've been 16 GBP with adjustment). From March to May, 2021, I have been charged 32 GBP every month. It means I have already been charged 32 GBP extra so far.

I do have the proof that when I was placing the order phoneline was included free of charge in the offer.

Could you please let me know how I can proceed here?

 

Thanks,

Dinesh.

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Dinesh_Sirigiri
Advocate

re Re: Charged for Anytime calls which was free in the package

I had a call with customer care on 23-May and explained the issue.

They acknowledged it and said that with in 24 hours this would be corrected and the credit would be applied to my account which I was told I could get refunded. It's been 48 hours and no action yet.

Call reference: 09300383

 

Previous call reference in January: 07020686

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