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Anonymous User
Not applicable

Fraud on my account - Help!

Yesterday I had an entertainment pass and boost added to my account which was not me. I haven't used my Now TV account for months. Payment has been taken despite my cancelling it as soon as I received an email telling me I'd purchased this. I am unable to remove my bank details from the account and you have no phone number to call and your Live chat has been down since yesterday. please can somebody help me.

1 ACCEPTED SOLUTION
gavs82008
Legend 5
Legend 5

@Anonymous User 

Firstly I would strongly recommend setting up a payment PIN on your account. 

https://help.nowtv.com/article/change-payment-pin-parental-pin-settings

 

Secondly, I would suggest changing the password on your account.

https://help.nowtv.com/article/change-password

 

Thirdly, Live chat should work, although it can be picky with some browsers. Just make sure to click "chat online"

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

 

There is a form you can fill out for incorrect charges 

https://account.nowtv.com/payments/query/incorrect-charge

 

Alternatively, you can send an email to customer support. Address in below picture.

Now TV customer service.jpeg

 

FYI that I do not work for NOW, just a NOW customer trying to help

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6 REPLIES 6
gavs82008
Legend 5
Legend 5

@Anonymous User 

Firstly I would strongly recommend setting up a payment PIN on your account. 

https://help.nowtv.com/article/change-payment-pin-parental-pin-settings

 

Secondly, I would suggest changing the password on your account.

https://help.nowtv.com/article/change-password

 

Thirdly, Live chat should work, although it can be picky with some browsers. Just make sure to click "chat online"

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

 

There is a form you can fill out for incorrect charges 

https://account.nowtv.com/payments/query/incorrect-charge

 

Alternatively, you can send an email to customer support. Address in below picture.

Now TV customer service.jpeg

 

FYI that I do not work for NOW, just a NOW customer trying to help
Anonymous User
Not applicable

Thank you @gavs82008  I really appreciate your response, I have done all of those things now. 

ukbobboy
Legend

@Anonymous User  &  @gavs82008  for Info

 

Hi Carly

 

To add just one more thing to Gavs excellent advice, you can dispute the payment to Now (formerly Now TV) with your bank and get a refund that way. 

 

Next, if you want to close your Now account permanetly you can withdraw your CAP (Continuous Payment Authority), that way no more money will be taken from your bank account.

 

 

UK Bob

 

Anonymous User
Not applicable
Thank you!!
Marcus71
Scholar

Hi CarlyF

I have had a similar occurence at the weekend with a membership for a NOW Day Sports Membership and been advised that the it had been used for over two hours Saturday Evening. Have to say not by myself or my wife the only people in the house.

Have done all of the suggestions already from your replies so hopefully will not happen again.

Thankfully have had the membership fees refunded in full as a credit.

I Have been onto The Help Team unfortunately they have not been able to track down the source, to my mind is poor security.

Now this afternoon had email and been offered 6 Months  NOW Sports Mobile Membership.

See this shows as "Cancelled" on my account thankfully,but does worry me that the security systems are not upto it and need to be tightened

Regards 

 

RoyB
Legend

@Marcus71 

 

There are multiple ways such a fraud can potentially be perpetrated, but all those that involve penetration of your customer account can be thwarted by setting a Payment PIN, and not telling anyone else what it is.

I am assuming your account has been misused, rather than your payment card, here.

 

Basically, any device logged into your account in a persistent way, like a TV, Now Box or Stick, or any other box or stick that supports Now, is a potential leak if you don’t have a payment PIN. The device doesn’t have to be in your home, though it does have to be in the possession of the perpetrator of the fraud if it isn’t.

 

Have you sold, given, or thrown away, any working TV or other device which might have your Now account open on it? You need to factory reset or disable any such device before disposing of it.

 

As regards tracking down the perpetrator, they will have left a footprint under My Account, My Devices, where you can look back and see what device(s) were in use at the time of the breach, and see if there are any there that you don’t recognise as currently yours.

 

I imagine Now will know what IP address the connection came in on, but resolving that back to a certain person at a certain time and place is court order stuff, and not worth it for £10.

 

Speaking of which, whoever breached your account did it remarkably modestly; I wonder why they didn’t help themselves to a full £33.99 month of sports?

 

But set a Payment PIN NOW to stop any recurrences in the future. Though remember that whoever carried out the breach presumably still has access to the device they used, so they can watch any memberships you are subscribed to - keep an eye on that Devices info to look for possible recurrences - even if you change your password, and only Now can permanently blow that device off your account.

 

(You are supposed to be able to do this for yourself, but last I heard, it wasn’t working as it should).

Set a Payment PIN on your account so that no-one but you can buy memberships on it. Check your bank accounts monthly for any other unexpected payments to Now. That way you can at least nip them in the bud, while you and Now figure out whose fault they are.