Charged for boost unexpectedly

[SunnyD]

On 24 February I applied for the Sky Cinema offer (£1 for the next 2 months). I didn't request a Boost add-on, as I have no need for it. This month they have charged me for Boost, and they plan to in April as well. 

I've tried using the chat bot but it was unable to comprehend the above. I even typed in "need help with Boost charge" and the reply said "I'm sorry, I didn't understand that". It stated the same even when I typed "help". And I understand there's no contact number for Now TV customers.... 

I would like: a) a refund for this month's boost charge; and b) assurances I won't be charged the same again next month.

Any (human) assistance would be greatly appreciated.

[gavs82008 · Accepted solution]

@SunnyD 

You’ll need to double check your offer terms and conditions as it might have applied a months free boost.

Boost is massively important for a few things outlined in the below link.
https://help.nowtv.com/article/what-is-now-boost

If you’re still wanting a refund you’ll need to be contacting staff via live chat. Make sure to click “chat online” within the green box, don’t hit “get help quicker” as this is a bot.

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

That all being said. Play the “cancel” game as it’s help me pay £2 a month for the last 14 months.

[SunnyD]

Dude, thank you so much. Issue resolved. But the experience has left me
wondering whether to continue after the offer expires next month...

[RoyB]

@SunnyD 

And miss out on Succession, the best thing on TV?

But yes, a generous offer (free trial of Boost) is seen as a sneaky trick if you don’t read the small print, and Now don’t highlight the continuing subscription clearly enough, both at point of sale and at point of first charging.

As you have found, if you push back, the charge is reversed; but you do have to push back, and you shouldn’t. If I was running things, I’d make these offers a bit clearer, no inertia selling, request a positive commitment before charging, and so on.

And of course, these things make everyone wonder where the next ‘gotcha’ is coming from, and apprehensive about it. But there isn’t one; from here on in, everything is exactly what it seems.

So keep your Membership if you like and want the content Now offer; if you don’t, walk away at month’s end, free and clear. Like as not, Now will offer you an automated discount to stay. (Which is why you should start the walk away process anyway, even if you don’t mean it, maybe get a better deal). And if you do walk away, come back and pick things up again any time you like.