Give me my money back! Issue 6037751!

[Anonymous User]

I raised this complaint 6037751 back on the 16th November because NowTV lifted £237.93 from my account over a 7 month period without my permission, for a service I have NEVER used!  I demand that you return the money to me immediately! I followed up with the chat on the 1st ( I have the transcript) and was promised that it was being reviewed, but i have heard nothing back since then and I cannot contact a human. This new "chat"bot is making it impossible to contact anyone, I went through all of the options for complaints!

It seems to me that this company is making it purposely difficult for customers to get their money back! This is verging on criminal behavior and if I do not get progress on this I will look to approach the regulators.

Regards,

Linda

[RoyB]

@Anonymous User 

The Nowbot is an annoyance, but you should still be able to ignore it and get onto Live Chat. It hasn’t required any changes to my boilerplate as below.

You also might want to make a further complaint about your original complaint. And read this page:-

https://help.nowtv.com/article/complaints-code-of-practice

to see if NowTV have breached the standards they set themselves for resolving complaints, and what outside bodies you might be able to engage in this.

My boilerplate, if you want one last go within NowTV:-

Get in Touch (all the options, and the best place to start):-

https://help.nowtv.com/gb/get-in-touch/

On a screen with big buttons all around, you may find the link you need is under a tiny green arrow, so be vigilant.

 Live Chat and Send Us a Message:-

https://help.nowtv.com/contact-us/managing-my-devices

On Live Chat, when you can get onto it, keep your answers short, sweet and prompt, or it will time out on you.

If the person you are talking to doesn’t seem able to understand your issue, ask to be escalated to the next level of help.

<If you can’t access Live Chat and nothing happens, try a different browser from your usual one (Internet Explorer, Edge, Chrome, Firefox, Safari) on which you haven’t disabled pop ups, third party cookies or indeed any cookies, haven’t set an Ad Blocker, and haven’t set Noscript on, or JavaScript off, as any or all of these things may prevent the Live Chat window appearing. Or try your usual browser in Incognito, sometimes called Private, mode.>

Complaint webform for TV issues:-

https://help.nowtv.com/complaints/tv

Complaint webform for Broadband Issues:-

https://help.nowtv.com/complaints/bb-calls

Good luck!