Charged without buying a pass

[Anonymous User]

I stopped using nowtv over a year ago and have just noticed I’ve been charged for entertainment and cinema passes I never asked for with no communication that it was going to happen. No support available, managed to cancel before being charged again. Had to push cancel numerous times to confirm.

Ironic that I pressed NOTHING for them to charge me in the fist place.

Absolute disgrace, please refund asap.

[Anonymous User · Accepted solution]

They just did the same to me. How do we get our money back?

[Anonymous User]

Well, after ages trying to contact them, this forum is the last option. I thought, probably mistakenly, that they will read this and reply!

Make sure you cancel it asap, they ask you several times are you sure?

A pity the thieving scum don’t do that when they take your money!

[Anonymous User]

mistakes sometimes happen but there is no chance in talking to support at the moment

[Anonymous User]

Been charged for sky sports and never once watched it or tried to purchase??

[Anonymous User]

Don’t know if you saw the reply from so called ‘saint1976’.

If you ignore the lies about where their contact information is, other aspersions and the unjustified sarcasm, there is a customer services email address. I’ve just tried it. Is it genuine? Let you know asap.

[Saint1976]

@Anonymous User if there was sarcasm it wasn't directed at you, but the comment above mine

"the worst thing is they cannot be contacted (which is amazing considering they are a tech oriented company who work online)"

They can be contacted and online. As for no email address in their Ts&C's. About a third of the way down

https://www.nowtv.com/gb/widget/eng/terms

"MPP COMPANY DETAILS

MPP Global Solutions Limited (registered number 03951843) of Thomson House, Birchwood Park, Warrington, United Kingdom, WA3 6GA.

NOW TV COMPANY DETAILS

NOW TV is a trading name of Sky UK Limited (Registration No. 2906991) of Grant Way, Isleworth, Middlesex, United Kingdom, TW7 5QD. Our UK VAT number is 440 6274 67. General email: [email removed]. References in these Terms of Use and the NOW TV website to "us/we/our/NOW TV" means Sky UK Limited (Registration No. 2906991)."

The complaints section is in the "contact us" section

I've cancelled but still been charged>get in touch (the big green box)>make a complaint

The problem here is so many people want to vent and demand action rather than just politely ask a question. Now TV staff aren't here so the only people reading the guff and insults are other customers who try their best to help.

[Anonymous User]

Ha Ha Ha,
So sorry, I should have realised earlier I was being trolled.
Been a very long time.
Respect and All the best.

[Anonymous User]

Should make this clear, I am saying there is so much false information in Saint1967’s posts regarding my problem he is most likely a troll or ridiculously incompetent.

[Saint1976]

False information? I've simply supplied a valid email address for customer services and a link to a complaint form. Funnily enough, the same details which someone on another thread you decided to call me a troll on, found by themselves. 

I guess some people just can't be helped. Good luck getting your money back and if you could stop bad mouthing me on other threads that would be great.

[Anonymous User]

Hope this helps.

As expected, the email address provided by Saint1967 has so far yielded NOTHING.

However, great news, the complaint form (although not where he stated and is difficult to find) has!

I got a quick and helpful reply from a genuine NowTV employee.

If you don’t find the complaint form, try:

help at nowtv.com

Replace the spaces and at with @

I thank Saint1967 for pushing me in the direction of the complaint form.

If I assume he is not a troll, I offer this advice:

Quote the relevant part of the person’s statement.

Give the information relevant after checking it is still valid in plain language without being judgemental.

Move to the next statement and repeat.

Bluntly, your comments are an insulting mess of jumbled copying and pasting which DO NOT HELP.

Which is the function of the forum.

If you genuinely want to help, I applaud and thank you but please check your emotions at the door.

The people who have had money taken from them and have had to endure the drawn out process of going in circles on a web site which at best is difficult to navigate and at worst designed to stop people attempting to recover their had earned cash and then had to use a FORUM for help, WTF?

They have every right to be emotional, NOT YOU in your ivory tower.

Good luck everyone. PK

[Anonymous User]

I have had the exact same experience.  I have been charged for Sky Sports Monthly Passes at £33.99 per month , NOWTV Boost Pass £3.00 and Kids Month Pass at £3.99 per month without me purchasing or requesting.

It is just crazy there is no human person customer services you can talk to. So I would and have requested a refund and to ensure no more payments go out I have cancelled directly with my bank any future transactions.

This is white collar theft and a crime NOWTV . Can we contact SKY directly as they own it now ?

[Anonymous User]

Just been charged for movies and not got it WTF  

that boy is useless please help 

[gavs82008]

@Anonymous User 

Live chat, click “chat online”.

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

[RoyB]

@Anonymous User 

If it is not either of the things that @Saint1976 covered originally, then it could be that you haven’t set a Payment PIN on your account, and that your account details, perhaps including your password, perhaps not, are out there in the wild, and somebody is using them.

This can happen if you dispose of a device with an open Now account on it, TV, Stick, Box, what-have-you, without wiping it first. Or lose such a device, and it isn’t overall password-protected,

Or less seriously, the pass was started on a device with an open Now account in your home, or the home of someone you might have shared your account with (e.g. watching ‘your’ Now on a friend’s TV say, and not logging out afterwards).

A good clue is to look at the device list on your account, and see if you can tie up the usage to one of your devices, or perhaps to a device you don’t recognise at all.

The remedy for any such breach is to change your password, and while changing it to take the option to force all devices off your account (since just changing your password isn’t enough, as it doesn’t affect running devices),

And while you are in there, set a Payment PIN and don’t tell it to anyone, so only you can buy Memberships in future.

[Anonymous User]

I've been charged for the skysports pass without purchasing it

[Anonymous User]

Same thing here NOWTV is illegally taking my money every month when i have cancelled all passes since february. 

the worst thing is they cannot be contacted (which is amazing considering they are a tech oriented company who work online) so they will keep taking my money every month and there is nothing i can do about it

[Saint1976]

If they're still taking money you either didn't cancel properly (it's a 3 or 4 stage process that culminates in a confirmation email) or you have another active account.

Luckily, for a tech company, they can be contacted...

customerservices at nowtv.com (we can't put email addresses here so obviously remove 'at' and the spaces and put 'at'). You'll also find it in the Terms & Conditions.

Failing that make a complaint (also clearly available)

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

[Anonymous User]

Hi,

I very much appreciate you contacting me with the email address for customer services and the link for complaints.

And perhaps understand the brusk tone given my own in the post I made.

It certainly wasn’t directed at you personally but having had over £20 unexpectedly ‘taken’ from my account and forcing a panic to ensure I wasn’t being scammed and to make sure I didn’t go overdrawn, I stand by my rude comments, particularly as there are so many checks and contacts regarding cancelling but NO similar checks and contacting when making the alleged purchase.

In reply to your email statements:

Re: Charged without buying a pass

If they're still taking money you either didn't cancel properly (it's a 3 or 4 stage process that culminates in a confirmation email) or you have another active account.

- Oh, those 2 again. NO and NO. And you’re saying they’re the only possibilities.

- I hadn’t used NowTV for 12 months until I ‘cancelled’ them charging me in error 2 days ago.

Luckily, for a tech company, they can be contacted...

- Not from the App or website, I searched high and low.

customerservices at nowtv.com(we can't put email addresses here so obviously remove 'at' and the spaces and put 'at'). You'll also find it in the Terms & Conditions.
- Thank you, but wouldn’t the contact section be a better place.

- Here are all the terms and conditions from the main page:

NOW Broadband Network Areas Only. Speeds vary significantly by location.

Fibre: Only applicable to NOW Fibre areas only. Speeds vary by location. NOW Broadband: 18+. UK only. NOW Broadband available to new NOW Broadband customers and new and existing TV customers, not available to existing NOW Broadband/Combo customers. 12-month contract Fab Fibre: £25pm for 12 months, £0 set up fee and £5 delivery fee. 12-month contract Super Fibre: £30pm for 12 months, £0 set up fee and £5 delivery fee. 12-month contract Brilliant Broadband: £18pm for 12 months, £0 set up fee and £5 delivery fee. No contract option available with £60 activation fee and £5 delivery fee. 12-month min contract for contract option. After 12 months, standard price applies for both options (currently £25pm for Brilliant Broadband / £32pm for Fab Fibre / £35pm for Super Fibre). On our 12 Month Saver product, if you cancel within your contract you may be subject to Early Termination Charges. Availability subject to survey. No traffic management policy. See sky.com for more details and our Usage Policies. NOW Calls: NOW network areas only. Compatible line required. Acceptable use policy applies. Find our call rates in the NOW Calls tariff guide (https://help.nowtv.com/article/How-much-do-calls-cost). General: Subject to status. Upfront payment may be required. You must get any consents required (e.g. landlord’s). UK residential customers only. Further terms apply.’

NOW Calls: Anytime calls free with any Broadband purchase for the first 12 months, £8 thereafter. New NOW Broadband customers only. NOW Calls network areas only. Acceptable use policy applies. Find our call rates in the NOW Calls tariff guide.

- No, not there either.

Failing that make a complaint (also clearly available)

- What else was clearly available?

I’m afraid the sarcasm in your message is not appreciated, as I have said, I made no aspersions to you personally.

The irony of your forum name Saint1976 does not escape me.

A saint, you aint.

Thanks.

[Anonymous User]

I've been charged too, it is ridiculous the amount of times you need to press in order to cancel a pass. I've just found out that after cancelling the pass has miraculously activated again. No trust in this company whatsoever.

[Anonymous User]

I have had the same done to me today, and they have taken £11.99 from my account. I did not purchase this and there is no option to report this on the passes page. I need this money back immediately, I did not authorise this payment