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Anonymous User
Not applicable

How can I close my account and remove my details? I don't want my details to be stored after trial

Hi,

How can I remove all my details from the NowTV website. It states that my account will be reactivated I watch another movie. I don't want this option. I want all my details (credit card, address, email etc) deleted after the trial has ended.

 

Thanks

1,571 REPLIES 1,571
Anonymous User
Not applicable

Like Remove My Card has just said.

 

You can't keep our details like this no matter what your policy has specified as your actions as a company have broken the Data Protection Act. The lines of which has been addressed in previous posts but your failure to read, understand and speak to your customers as humans only makes me chuckle. Amazon/ebay/xbox/tesco/virgin media and everywhere else deletes the account and the information that is on the account. The only information that you need is the order information of when the account and sales were made. You do not need my security number no more, you don't need my 16 degit number no more. I am requesting you to delete my account and all other personal details + everyone elses whos having this rediculous problem otherwise I'm taking this further. This is a threat. I suggest you act like the other companies I've stated. I will be also sending a letter of complaint and submitting a bad review against you. 

Anonymous User
Not applicable

Hi MrZombieJesus,

 

Thanks for getting in touch.

 

As an account related issue we can't resolve this on Community by law for security reasons. If you could contact us directly, preferably via live chat we will get this sorted for you.

 

Regards,

 

Aaron

NOW TV Team

Anonymous User
Not applicable

I shouldn't have to contact the customer service line(Which by the way is useless). I have requested to cancel my pass with I have, I have also turned auto renewall off. There is no options to remove my card details in which I know what you are going to say so don't say it as you are copying and pasting. This is a waste of time arguing over the community forums. I WANT MY ACCOUNT DONE AND FINISHED. HOW HARD CAN THAT BE!!. If you gave me the option to delete my account I would of used it. I would of even thought about coming back but I think I will stay on Virgin Media now. At least they have the options. And also you said about contacting you via live chat? What do you know, There is no option for that, Unless you hide it.

Anonymous User
Not applicable

Hi MrZombie,

 

Thanks for getting back to us.

 

If you fill out the drop downs on the contact us page you should be greated with the live chat button providing there is an agent available. Alternatively you can send us a secure web form, but you will need to make sure you are signed into the aforementioned account.

 

Regards,

 

Aaron

NOW TV Team

Anonymous User
Not applicable

Dear Now TV,

 

I to am in a position where my card details are being withheld on your service beyond my control. Something I find very confusing at this point in time. 

As I understand thus far from reading this thread you work under a policy that means you will withhold my details for a short amount of time after my cancellation and then they will be removed. I recognise this must have been disclosed in your Terms and Conditions (which unfortunately I have to admit I never read), but nevertheless I am currently baffled as to why this needs to be the case. You state that:

 

'we assure you that your details are securely held. This is just something that we must adhere to and in all honesty this protects your details more than you may think. It is a legal practise set by the Inland Revenue and Trading Standards that we must abide by and we cannot change rules that are out of our hands.'

 

I have noticed from this thread that you appear to be unable to disclose any information about this policy in any further detail than what you have stated above unless it is a private message, so I would like to request a private message where you can disclose to me:

 

1) Why it is necessary to withhold my card information beyond my use of the service and beyond my control, according to this law set by the Inland Revenue put in place to apparently protect my details 

2) If my information is going to be deleted I would like to know exactly when this is the case, so I can be sure about knowing the security of my card details 

 

I would also like to point out that I am currently baffled as to why a service would put a process like this into place. I would assume it is obvious to a company that is working on the internet that it is very easy for sensitive details to be obtained by skilled hackers, and for my card details to be out of my control in such an environment is something I would consider very risky and potentially dangerous. I do not understand how this '[protects my] details'. I also do not understand why you would not present this information clearly and obviously, and in an understandable way, to your customers if you do indeed intend to: '[protect their] details' . 

As far as I see it at the moment you have taken sensitive details in regards to my means of taking care of my money, against my will, and in a fashion that was not in any way made clear to me before I undertook offering your company money for their services.

At this point in time I do not see how this is in any way a means of '[protection]', I see it as a robbery. 

 

If it is indeed the case that your policy is in place to protect my security, may I ask why it is so difficult to find how it  protects me. If it is a process simply to keep the customers details secure why is it not made clear to the customer from the outset, so that they can be confident in the service they are using. Why is this very hidden policy whereby you are withholding my card details beyond my control, so easy to not recognise and so difficult to understand despite inquiry, if it is simply in place to '[protect my] details'

And so may I also suggest that if you intend to survive as a means of trade that you do not act in ways that are deceiving or at the very least unclear and confusing with your customer.

 

Please could you identify your reasoning and the further information requested in a private message.

 

Thank you

 

 

Simon-J
Community Manager
Community Manager

Hi bo9999999999,

 

Thanks for your post.

 

I think you've raised some interesting points here and totally understand you wish for more information and explanation on these points.

 

As these questions are fairly in depth and as a  customer specialist my knowledge of this only goes so far I would suggest directing your question to the following department:

 

The Data Protection team at dp@bskyb.com or DP Team, BSkyB Ltd, Grant Way, Isleworth, TW7 5QD.

 

Thanks

 

Simon

NOW TV Team

Anonymous User
Not applicable

Can you point to the specific T&C's that relate to the information you have provided in this thread regarding "retaining consumer data" the nature of the data held and for how long because I have been unable to find it in the T&Cs for this site or the Sky site please.

Anonymous User
Not applicable

My card details are still assigned to my account. It has been 4 months since I cancelled my subscription; I have made no purchases or signed up to other subscriptions. WHY ARE MY DETAILS STILL ASSIGNED TO MY ACCOUNT!???

 

Please remove them/delete them, you no longer need them and I no longer want your company to have them.

 

You are massively f***ing me off now. I have cancelled my personal Sky TV, home phone and broadband and will be lobbying for others to do the same. Starting with my family.

 

Please tell me why you need my payment details on file still. I WILL NOT BE USING YOUR SERVICES AND DO NOT WANT THEM STORED FOR "MY CONVENIENCE".

Karl-F
Community Manager
Community Manager

Hi RemoveMyCard, 

 

As this is an account related query can you please come onto live chat so we can get this resolved for you.

 

Live chat can be found here. 

 

Please fill out the drop downs in relation to your issue. 

 

Many thanks,

 

Karl

Anonymous User
Not applicable

And how about a reply to either /both of my messages since this was posted after my reply?